While many call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact's on demand call center software products are helping hundreds of companies increase market share and profitability across the globe.
Optimize your call center and increase profit with this secure and robust call center software platform. Discover more ››
Our intelligent and flexible ACD software with skills-based routing enables you to get your callers to the right person, regardless of geographical location. Discover more ››
Our hosted IVR software enables you to create the perfect mix of self-service and agent managed contacts. Discover More››
Through our software and various applications, the inContact platform integrates with over 100 top Customer Relationship Management (CRM), making it possible for you to create a consistent and satisfying customer experience. Discover More ››
ECHO Customer Feedback
Our customer satisfaction survey allows you to hear the voice of your customer and ensure they are getting the service they need and want. Discover More ››
Predictive Dialer Software
Keep agents working on your most profitable activities with our inbound/outbound blended and hosted predictive dialers. Discover More ››
You can use your own telecomm, but why when you can use ours for less? We have a full suite of network connectivity solutions that give you a choice in how you communicate with the world. Discover More ››
Our workforce management tools can optimize your workforce and automate agent scheduling. Discover More ››
Study Sees 'Customer Experience' as the New Goal
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
Second Time Around: ACA Call Center Survives Onslaught
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend.
Even With IVR, Make Sure Contact Center Delivers Quality
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
Wheelings & Dealings: IVR Tech Company Expands Again
The winter snow in Buffalo, NY is legendary, and cynical minds might think it was the mountains of white stuff that nudged a local company there to acquire a Florida business. But in reality, Buffalo-based IVR Technology Group LLC has acquired 800 Adept, a Florida company that specializes in call tracking and call analytics, in its ongoing efforts to expands its business and maintain dominance in the field.
Finding: Many Seasonal Jobs This Year Will be in Customer Service
According to CareerBuilder, 40 percent of seasonal jobs this year will be in customer service positions. Is your IVR system ready for the influx?
Tinkoff Credit Systems Implements New Voice Recognition at Call Centers
To save time and ease customer frustration, a Real-Time Voice Authentication System found a new home in Russian bank's call centers.
Do Your Workers Feel They Have Your Trust?
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
Call Center Provider IDs Those That Go the Extra Mile
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Improve Your Performance, Improve Customer Satisfaction
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
IVR Aspect Helped Financial Services Firm go With inContact Solution
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
IVR is Most Effective When the Right Partner is Included
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
BPO Outsourcing is Finding a New Home
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
inContact's IVR Offering Welcomed by New Client
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Survey Says Customers Somewhat Happier with Contact Centers
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
Call Centers Seeing Boost Coming via the Cloud
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
Surveys Getting Help with inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
inContact Reaches for the Cloud -- Again
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Cybercrimes Rising; Voice Biometrics Can Help in the Fight
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
Use IVR? The Data Gleaned is Still Important
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
Even Call Centers With High IVR Usage are Hiring
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
Call Center Headsets: Even IVR Calls Sometimes Go 'Live'
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
Are you Utilizing Your IVR to the Fullest?
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
Opinion: Engaged Employees are Better Workers
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
It's Another in the 'Win' Column for inContact
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
'Employee Engagement': The New Way To Grow
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
inContact's Cloud Ready to Help Boost Financial Firm
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
Measuring Contact Center Workers' Effectiveness
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
Boom Times Coming for Latin America Call Centers
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
Employee Engagement is Key to Success
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
Cloud-Based IVR Just as Effective
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
'Press 1 for More Info': ACA Calls Continue
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
UK County Upgraded Mobile Communication Networks, IVR for Tour de France
The North Yorkshire County Council installed major upgrades to the region's IP telephony infrastructure, for this year's Tour de France,and the Leeds City Council drastically increased the capacity of the local Business Wi-Fi network.
What Will the Next Decade Bring to Call Centers?
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Service gets Boosted a Notch with Millennials on the Line
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
Good Services Comes From Good Staffers
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
Cloud Call Centers helped by New Industry Trends
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
inContact Bringing the Cloud to Healthcare Call Center
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
IVR Gets Help With Social Media as Another Channel
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Flex-Time? Call Center Workers say 'Yes, Please'
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
In Call Centers, Hearing is Everything
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
Insurers See Benefits of Efficient Call Centers
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.
Happy Workers Can Mean Happy Customers
There's a lot of talk about engaging customers these days, but engaging employees also tends to be a key component of business success.
Customer service has never been such a valuable business commodity as in today's connected
Our award-winning cloud contact center
platform handles over one billion calls per
year, with the highest published reliability
in the industry.
inContact inView powered by ClearView is a revolutionary, optimization solution engineered by call centers for call centers.
Does your IVR really hit the mark? Long handle times, high abandonment rates, and poor customer self-service options can have a direct impact to your bottom line.
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Frost & Sullivan has over fifty years of experience as a global research organization.
Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting.