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 Speech-Enabled IVR Our IVR (Interactive Voice Response) reduces your cost per call by letting customers choose the type of help they want such as self-service or speaking to an agent. Not only will our IVR free up your agents to handle more complex cases, but customers can quickly self-solve basic issues like bill pay, account inquiries, and more. 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 ››
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 ››
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ACD Software Feature Articles
It's Time to Listen to Call Center Customers
If you work in the call center industry, you hear your customers all the time. But do you ever actually listen to them? It might sound like semantics, but there is a real skill - and value to be gained - in actually listening to what your customers are saying.
Will StarTek's Gamble of a Second Call Center in Honduras Pay Off?
Not content to rest on the laurels of success with its previous call centers in Latin and Central America, StarTek, a major BPO player, has been strategizing to further expand its near-shore footprint.
Canadian Call Center in Danger of April Shutdown
Call centers downsizing really is nothing new; the market and the need for employees tends to fluctuate from one year or even from one month to the next, as employees at a center in Charlottetown, Canada recently discovered.
Washington State Health Care Exchange Call Center Seeing Long Wait Times
Despite the fact that the Washington State call center has hired additional operators in anticipation of increased contact loads, callers are running into wait times three times as long as when the healthcare exchange first opened.
Think Smarter: Use UC to Address Every Customer Touchpoint at Call Centers
A survey conducted by Dimension Data found electronic messaging and smartphone applications are the preferred method of contact, with the telephone being the third most popular choice by Generation Y.
Contact Center Vendors: Perk Up -- It's Not the End of the World
The contact center market has apparently reached a state of equilibrium from where it can no longer grow. It's natural for vendors to feel shaky, but new research shows a matured market is only a sign of "redirected opportunities."
Florida Call Center Cutting Staff Due to Lower ACA Contacts
General Dynamics is one company struggling with the looming deadline of signups for the Affordable Care Act that it has decided to cut its staff at its Lynn Haven, Fla., call center.
Serco: Show Customers That 'You Care'
A new whitepaper by international service company Serco observes that customer service is not just about call resolution and volume handling; it's something that stems from within - attitude.
How to Use Call Center Services to Create a Happy Customer
The happy customer is one who doesn't contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others.
Why Spend So Much Getting Customers to Call, Only to Put Them On Hold?
An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year.
ClearView, SpiceCSM and inContact Enhance Visibility and Business Intelligence
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced.
Need to Raise Your Call Center Quality? Be Cloud-Bound
Call center customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as "too many" rings before the call is answered.
Verizon Ends Over 1,000 Jobs in Pennsylvania Call Centers
Starting on May 8th, Verizon will be closing the doors to five of its customer-support call centers, which will affect the careers of around 5,200 employees.
Combining Inside Sales, Customer and Technical Support into One Profitable Operation
While most companies are aware of the reasons they need contact centers - they are expected by customers, and without customers, companies can't survive - few companies are thrilled to run them.
TCPA Changes Bring Continuing Robocall Consumer Protections and Accountability for Call Centers
Nowadays, those who engage in an unwanted telemarketing practices will be held accountable for their actions, and violators will be faced with steep penalties.
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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.