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Contact Centers: Good, But Could be Better
Implementing a solution like knowledge base software allows employees to find all of the information they need within seconds.
Who's Calling? 'Growth' on Line One
According to a new report, there is expected to be significant growth in contact center outsourcing as a majority of organizations are relying on third parties
Top Research Company IDs Industry Leader
Cloud contact center leader inContact says it has received the prestigious 2015 North American Frost & Sullivan Award for Customer Value Leadership.
IVR Strengthened by New inContact Offering
A new IVR Press Path report from inContact offers permission-based access to 90 days of history in a 30-day window.
Report: Cloud-based Contact Centers on Upswing
Cloud-based contact center infrastructure solutions are attractive not only to small and mid-sized early adopters, but also for large and multi-national companies as well.
Contact Center Staffers Need to Hear, Speak Clearly
Tough and ongoing challenging economic conditions might force businesses to shy away from investing in new communication technologies. That would be a mistake.
Cloud Contact Center Solution Answers the Call
InContact's new customer will implement the multi-channel Automatic Call Distributor and fully integrated Interactive Voice Response solutions.
Analytics' Role is Expanding
Predictive analytics typically works with a CRM tool, cross channel analytics, and/or speech and text analytics to determine the most effective channel in which to communicate.
The Next Voice You hear Might be the Government's
The latest budget bill on Capitol Hill could include a rider that allows debt collectors to robocall individuals' mobile phones.
IVR Might be One Bottleneck in Call-Center Costs
Some calls, which either can't be self-served or are so complicated that the caller prefers to talk with an agent rather than struggle through the required IVR or Web-based workflows, can be costing you big time.
Communications is Key to Company Growth
If you ever shopped online or ordered something via a mobile app, you have already participated in a multichannel customer interaction.
Disabled Vets Find New Chance at Contact Center
We hear a lot of talk about how we owe a debt of gratitude to our returning veterans, but one Florida-based company has actually done something about it.
Call Centers That Don't 'Phone it In' Cheered
Cloud call center leader inContact recently honored a number of call centers that are doing it right.
Contact Centers Showing Strength in EMEA
The emergence of hosted and cloud services, which allow companies to reduce capital and operational expenditure on contact center solutions, is affecting market revenues.
InContact's IVR Option Helps Sign New Client
The powerful combination of Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) ensures all inbound calls are assigned and routed to the ideal agent for each customer's specific issue.
Analyzing Call Content is Becoming an Art
Call recording is certainly something most contact centers engage in, but they often see speech analytics as something as a nice bonus, but not a necessity.
Is Your Contact Center All it Can Be?
According to a joint statement by ICMI and inContact, a new report reveals important findings, providing a glimpse into what today's contact center professionals stress as important, unimportant and what changes they find necessary.
InContact's IVR Option Helps Seal a Deal
InContact's IVR system improves the customer experience with skills-based routing that identifies the ideal available agent for each inbound issue.
Initiative Paying Off for Industry Leader
'We'll continue finding technologies adjacent to our space, or core to our space, and buy those companies,' inContact has said.
Service Tips Expected to Proliferate at Upcoming Show
Contact center luminaries from far and wide are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference.
When Utilizing IVR, Be Sure to Follow the 'Rules'
Some contact center software lets supervisors listen in on conversations. Think it's legal? Not always.
IVR Expanding as Social Channels Grow
As your agents get used to new technologies, they'll naturally become more proficient and comfortable.
Latest Version of InContact Agent App Arrives
InContact's Agent for Salesforce v3.0 now supports the email and voicemail channel, native Salesforce case routing, Personal Connection 'no-pause' automated outbound dialing, and more.
Growing Tech Usage Will be a Boon to Contact Centers
As the pressure mounts on brands to offer excelling customer service, they are becoming a focus of the battle for client's satisfaction.
Another Win Notched for Cloud Contact Center Leader
InContact reports it is now certified as compliant with Payment Card Industry (PCI) Data Security Standards (DSS) Level 1.
IVR Adds Value to Cloud Call Center
InContact's Interactive Voice Response system supports inbound, outbound and blended voice as well as email, chat, SMS, social media and CRM work items.
IVR Can Pay Dividends When Speech is Analyzed
We've all heard the term, but unless you're actually involved in implementing it, how much do you really know about speech analytics?
IVR Getting a Bad Rap in Robocalling Controversy
The interactive voice response (IVR) system is helpful for routing calls and providing customers with a self-service channel for basic information. Unfortunately, many companies use their IVRs as a well to keep customers out.
Report: IVR Holding Its Own as Live Contacts Wane
Contact center industry players coming to the Philippines are deploying the latest call center technology to ensure it continues delivering services for organizations around the world.
inContact Scores Another Industry Win
Company recognized for meeting the needs of customers looking for a reliable set of multi-tenant, multichannel cloud tools that can be deployed quickly.
New IVR Cross-Channel Option Available
A new self-service feature that allows customers to resolve their own problems while on hold, or in lieu of calling a customer service number in the first place, is now available.
InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.
Callers to Your Contact Center Crave That 'Human Touch'
Is the contact center the best possible place to train for more senior-level jobs in a company? The answer might surprise you.
Tech Company Upgrades to Better Calling Solution
Vembu, an India-based data protection, disaster recovery and CRM provider was previously using a PBX system, but was having problems with voice quality. So it made a change for the better.
Contact Center Update: There's Money To Be Made
A contact center, which has also been referred to as a customer interaction center, is a central point in an enterprise from which all customer contacts can be managed -- and profited from.
IVR Systems Proving Their Worth
An Interactive Voice Response system in a call center is worth every penny you invest in it.
ICUC Attendees Set To Learn From Peers
User conferences are designed to offer new ideas and solutions, demonstrate new technologies and provide attendees with an opportunity to share experiences.
IVR Part of the Larger Picture in Contact Center Expansion
Contact center functions areexpanding, according to a new survey of 300 businesses on five continents.
FCC Hits TWC for TCPA Violations
In a recently decided case against Time Warner Cable, the courts awarded $229,500 to a customer after TWC places 163 autodialed calls to her cell phone over the course of 13 months. The move should serve as a warning to others.
Once Past IVR, How Are Your Callers Treated?
All contact center employees and managers should receive training on customer service skills, and how to maximize the customer experience.
Multichannel Analytics Software Garnering New Attention
Without addressing every customer channel, companies risk damaging the overall customer experience.
Contact Center Callers Prefer Private Sites to Government
Government contact centers face inherent and deep-seated challenges, and new research bears that out.
'Socializing' Your Contact Center? Follow These Steps
With a rate of approximately half a billion tweets sent each day and 1.44 billion active Facebook users, social media presents a host of new challenges and opportunities in the realm of customer relationship management.
'Busy Signal' is More Than Just an Old Term
Workforce Management software can assure you're getting maximum effort out of your call center people.
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2012 North American Cloud Contact Center Solutions Company of the Year Award

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Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.

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