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Feature Articles

IVR Offering One of Many To Entice New Customer
InContact's Interactive Voice Response (IVR) system was just one of many options that will help support a new client's omni-channel customer service center.
After IVR, Then What?
The benefit of analyzing call data has become indispensable because it is not random sampling probabilities used by traditional market research.
IVR Has Its Place: So Does a Live Voice
Omni-channel strategies can produce results to a point, but there is still no replacement for a call center that provides superior customer service.
Once Callers Skip IVR, Then What?
What many in the contact center fail to see is that the staff you hire can have a bigger influence than the people you already have in place.
IVR Moves to the Next Level
Unlike traditional IVRs which use the telephone keypad to help the user navigate through the different menus, Visual IVR makes use of a smartphone's screen.
IVR One of Many Upgrades inContact Offers
InContact's strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market.
Service With a Smile, Just Some Clicks Away
Texting enables call centers to respond to many consumers at once, making them much more efficient.
Contact Centers Can Benefit from Omnichannel Moves
New analysis from a leading market researcher is showing Latin America what much of the world already knows: The Omnichannel effort can pay big dividends in the contact center industry.
Executive Survey IDs Holes in the Call Center Experience
About 43 percent of executive respondents answered that the number of contact centers under their operation has increased. That represents a problem.
Be All Things to All Callers
Omni-channel is a new way of building a relationship between consumer and brand,
Quality Management Counts on Everyone Being on the Same Page
Management is driven by KPIs and financials, so it is important that other stakeholders understand their perspective.
'Voice as a Service' Becoming More Visible
Empirix' new solution underpins the ability to validate performance of its new Voice as a Service (VaaS) offering and provide greater levels of transparency to customers.
Hosted Cloud Call Centers Growing with IVR's Help
The hosted/cloud model, comprised of best-of-breed and full-suite interactive voice response (IVR) plus other options, is primed to expand in 2016.
IVR Offering Helps inContact's Newest Client
The IVR system provides callers with self-service options and allows customers to select a call-back when an agent becomes available rather than waiting on hold during times of high call volume.
The Cloud Comes to the Rescue. Again.
With the Christmas holiday shopping season in full swing, retailers are seeing a crushing load of calls to their contact centers. Some are more ready than others.
Even With IVR, Contact Center Workers Can Make an Impact
Remember, once a customer leaves, there are only two chances they'll return: Slim and None. But you can take steps to ward that off.
Efficient IVR Helps Make Another Believer
A major provider of alternative residential energy has announced it's moving its contact center operations to inContact's unified cloud platform.
Surprise: Callers Want to Keep Speaking to the Same Agent
One survey question asked customers whether they expect to continue talking to the same agent when they switched from online chat to phone. Not surprisingly, 64 percent of customers said basically, "Of course."
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.
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