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ACD Software Feature Articles

Call Center Sees Value in Going Omnichannel.
Facing an immediate need to support up to 700 agents, a growing care-management company is expected to implement and leverage inContact's flexible Cloud Contact Center Platform.
Speech Analytics' Rising Role in ACD
Speech analytics mines the conversations call center agents have with customers to make sense of the unstructured data from recordings.
Despite Technology, Callers Still Want To Hear a Voice
While all channels can be useful in retaining customers and building loyalty, too many brands are not paying enough attention to the most important customer channel they have: the telephone.
Are You Doing Your Best with WFO?
The hiring process is often overlooked as a key step in implementing an effective WFO strategy.
Call Re-Directing Getting 'Visual'
There's a new way of using smartphone real estate in a much smarter way.
Solutions Leader Cited Again
InContact wins yet another industry accolade for its award-winning ways.
ACD Might be Replaced By an App
A new kind of standalone messaging app creates a direct, secure line of communication between businesses and their customers.
Report Spotlights Call Centers
Companies have begun to realize the importance of speech, voice and process analytics; workforce management and quality monitoring applications in the contact center.
Contact Centers Have an Uphill Climb: Findings
Contact centers have a long way to go this year. Job One is improving the customer experience.
The Next Step for the Contact Center
At the time the term 'omni-channel' entered the customer service lexicon, most industry professionals were still getting to grips with its predecessor, multi-channel. That's about to change.
Call Center Calibration: Worth It
Your call center will run better if everyone is on the same pae.
Call Center Sound Quality Takes Center Stage
Cloud contact center leader inContact has joined forces with Empirix to deploy the latter's IntelliSight solution.
ACD Showing Strength in the Cloud
The demand for best-of-breed cloud applications will be particularly strong in the mid- to large-sized enterprise market, a report says.
ACD Software Plays Key Role for Client
InContact's best-in-class ACD will allow a new customer to scale its business easily by providing skills and proficiency-based routing for both inbound and outbound interactions.
In Holiday Rush, High-Functioning Call Center is Everything
Offering outstanding customer support is a primary mission for outdoor apparel manufacturer Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.
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