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Feature Articles

IVR, Cloud Working Hand in Hand
The cloud contact center platform can deliver technologies which have historically been unattainable due to the prohibitive cost of premises-based solutions.
Upgraded IVR Added to Contact Center Release
inContact has just announced its first 2015 release of new cloud contact center software.
Customer Frustration Addressed by Analyzing Call Content
Savvy call center managers are taking a closer look at the nascent field of speech analytics, where what people say and what they actually might mean are carefully analyzed and parsed.
What Customers Say Will Soon Be Measured by Contact Centers
Whether implementing real-time monitoring or post-contact analytics, analyzing interactions across channels allows companies to measure and improve the customer experience across 100 percent of contacts.
Treat Callers Like they Matter. Because They Do
How your workers answer a call and deal with it can mean the difference between failure and success.
Finding: Good Tools Lead to Better Results
Having the right tools on hand is a necessary part of the call center operation; if a contact center doesn't know where it's not doing well, its ability to improve is limited accordingly.
IVR Can Be Call Center's Best Ally, if Used Judiciously
Rather than a hurdle to good customer engagement, effective use of IVR streamlines the activities of contact centers, both helping customers get the service they want, and creating the time and money-saving opportunities companies need.
IVR, Other Options Pay Off for Client, Customers
Workfront selected inContact's cloud contact center solution with built-in call recording and playback, robust reporting and an easy-to-use interface.
Healthcare Giant Aligns with inContact's Best Products
inContact has announced that an international health services company selected inContact to support its 200-agent workforce.
Make Sure Workers are Ready When Customers say 'Representative'
Training new hires can be successful once you throw out the "playbook" and treat them all as partners.
IVR Solution Nudges Healthcare Provider to inContact's Cloud
The complete inContact call center solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.
IVR Systems, Other Options Sway BPO to Make a Move
inContact's industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system. It helped the company win a new client.
Finding: Every Call Matters in the Contact Center
Contact centers are at the forefront of customer satisfaction, and everyone working there is interested in the data gathered.
Customers Now Expecting More from Call Centers: Study
Sixty percent of call center customers say if they read a negative customer service (in a review or on a social site), they wouldn't do business with that company.
IVR is Nice in the Contact Center, but Texting is Gaining
Messaging apps are the biggest new force in communication, and are growing larger.
Utilizing IVR? Make Sure the Call Goes Where it Should
Adding proper processes to your call center toolbox will ensure better customer experiences, internal integrity and increased accuracy and efficiency.
Finding: Even IVR Callers Want Other Options Available to Them
Consumers still frequently turn to agent-assisted channels in addition to using self-service options during different stages of the purchase cycle, which makes the contact center a vital link to the customer experience when it matters most.
IVR One of Many Offerings for New inContact Client
Vacation Roost, based in Salt Lake City, left behind a patchwork of legacy systems that kept its operations siloed to go with inContact's Cloud Solution.
inContact Renews Membership with Major Industry Body
The Call Center Network Group, known throughout the industry by its acronym CCNG, announced that inContact has renewed its partnership for another year.
Cloud Proves Its Mettle Again for Call Center Use
The cloud is rapidly proving the better way for the enterprise to conduct business, as inContact signs up another cloud call center customer.
Voice, Digital, Chat: Customers Want It All
Consumers now want a personalized call center customer journey where they can choose how to communicate from a wide variety of options.
IVR Might Well be Giving way to Digital
New studies show that those call centers that embrace digital will be better able to relate to - and keep - their customers.
Is Your IVR System Doing More Harm Than Good?
In the call center world, customer satisfaction is about the most important thing that exists these days.
Digital Set for New Inroads in Contact Center Industry: Report
Digital contact will overtake voice-based messaging within two years in contact centers, according to new research.
Clear Language Can Help Better Identify Future Staffers
A new finding shows data can be used to help recruit some of the best hires you've ever had.
inContact Proves Again Why It's a Leader
Cloud contact center software provider inContact recently released its full-year and Q4 2014 financial results, revealing its substantial growth in revenue and product bookings.
IVR one of Many Options inContact Provides Newest Client
inContact's Workforce Management tools will replace time-consuming and costly manual processes with a robust suite of automated forecasting, analytics, and scheduling for its newest client.
Partnership Sure To Cheer Call Center Managers
inContact, a developer of cloud-based contact center software, and Black Box Network Services, a provider of data and voice infrastructure, recently announced that they will being working together to better meet enterprise demand for call center systems.
Even IVR Operations Need to be Managed Properly
Effective workforce managers are like those in airport traffic control towers, seamlessly managing the ballet of people and responsibilities.
Making IVR Safer for Phone Payments
Getting and giving money has never been easier in a digital era, but even with all of this fascinating and helpful technology, there are risks to be had.
IVR System by inContact Helps Win It a New Client
inContact's Interactive Voice Response system helped the company, in part, win a new client.
Direct Interactions Joins inContact's Cloud Solution
A leader in the outsourced contact center market utilizing the physically challenged, the Seattle-based company needed a scalable and reliable solution for its work-from-home staff.
Rising Taxes, Low-Quality Workers a Worry for Contact Centers
As if the threat of removing a tax break for call centers wasn't enough of a concern, the Philippines notes that finding individuals with the necessary skill set to work in a call center is a growing challenge.
inContact, Others Prepare Industry Gatherings
CCNG events bring together area contact center, customer experience and customer care management from across industries to share perspectives, proven strategies and innovative best practices.
New Region ID'd as Prime for Contact Center Relocation
With other areas hitting a tipping point, guess where call centers are headed next?
Despite Reports, Contact Centers Thriving in One Nation Overseas
A report from the Philippines says that the country will add another 100,000 workers this year to its current 686,000-strong call center workforce.
Finding Shows Contact Center Customers Appreciate 'Honest' Talk
Forcing customer service agents to adhere to the company script can prevent them from being flexible in responding to individual customer complaints and resolving issues.
New Year, New Options: Are You Ready?
It's not just a cliche that a New Year calls for some new resolutions; it makes good business sense to look at the year just passed, throw out what didn't work and try something new.
inContact's IVR Offering Helps Land New Client
Leading cloud contact center software developer inContact had a pretty good year in 2014, and it looks like this year will continue that trend.
Even IVR Can Benefit from Better Metric Measurement
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
New HQ Planned for inContact
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
For IVR Overflow, Add More Agents for Holiday Crunch
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
IVR Usage Can Reveal Valuable Caller Data
Despite the rise in online shopping, many consumers polled say they'd like to speak with someone at call center first, before committing. Use that knowledge to your advantage.
Industry Insiders Join Forces To Address IVR Fraud
Three companies that are prominent in the call center industry say they have joined together in a new bid to stop IVR fraud.
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