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While many hosted call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact's ACD Software solutions are helping hundreds of companies increase profitability across the globe. Welcome to the ACD Software Community
Directing calls in your contact center is an essential step to ensuring proper customer service. While the ACD was historically an appliance based technology, advancements in the hosted space now allow centers to utilize software based solution to the same effect. ACD software and hosted ACD solutions allow you to route communications to the agents with the proper skill level to handle each unique interaction. ACD software rather than appliances can reduce initial investment and give your call centers more flexibility to grow. Keep an eye out here for the latest developments in the ACD software space and learn how your call center can benefit from hosted call routing capabilities.
Feature Articles
Telarus Deepens Agreement with inContact Due to Strong Company Growth
Master agent Telarus is set to expand its current agreement with inContact, taking the provider's solutions deeper into customer accounts. The penetration potential with an inContact agreement into new markets supports the efforts among both providers to extend their reach and capture more of the market share.
Is It Time to Outsource Your Call Center?
If your business is booming in these lean times, good for you! To make sure that growth continues, you need to look at the base of all your lines of business and see where you can trim costs and keep budgets in check. One area to look at can be your call center, where you might be better served outsourcing your call center needs.
Clearing the Clouds: Webinar to Explain and 'Demystify' Cloud Computing
Are you in the cloud? Have you heard about the cloud? Isn't the cloud the greatest thing EVER?!
inContact To Lead the Way on Customer Service Webinar
inContact, the leader in flexible cloud-based software, helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition and brand loyalty.
inContact's Benchmark Assessment Tool Helps Improve Business
Contact center managers certainly have their work cut out for themselves. Companies spanning all industries and sizes can hurt their company image and credibility with their customers due to poor customer care experiences, and how the customer is taken care of relies heavily on how the call center functions. If you're in the contact center business, what is one way of finding out how your center measures up? A simple contact center assessment is one good first step.
Chabad House Creates a Virtual Home with Its Call Center
It started with a program to check mezuzahs, the rolled-up parchment affixed on the doorways of Jewish homes in Israel that need to be reviewed by a certified scribe every few years. The Chabad House, the largest Jewish organization in the world, according to Chabad.org, advertised that anyone could dial *3770 in Israel and someone from Chabad.org would come by to pick up and review the scrolls.
VA Improves Caller Experience; Launches New Female Veterans Line
Disparate views are a common phenomenon within the call center. With multiple channels and a variety of platforms to access in an effort to complete one call, it's not unusual for an agent to have to navigate 10 or more views in just one phone call. In terms of efficiency, this is not the ideal approach to the business.
Call Center Growth and Happenings Across the U.S.
Call center growth in the United States continues, thanks to a combination of expansions of existing companies and "re-shoring" initiatives that are bringing call center jobs that were formerly outsourced to foreign shores back to the U.S. The following is a roundup of recent happenings in call center openings and expansions.
inContact Posts Huge Earnings Jump for Q1 2013
inContact, a provider of cloud contact center software, increased earnings by 39 percent over Q4 2012, its biggest jump ever, the company has reported.
Sacramento's 311 Service Teaches a Lesson in Call Center Management
Back in 2008, the city of Sacramento, California, hopped on board with a 311 service for its residents. Vastly different from the emergency 911 digits, 311 offers easy access to municipal services and information that would otherwise be difficult for some residents to find. What the city didn't anticipate was the call volume that would ensure once the service was implemented. Customer hang-ups ended up accounting for 100,000 lost calls, thus rendering the service inefficient and a misuse of tax dollars.
inContact Adds Leading Regional Bank to its Portfolio of Customers
The banking business is tough enough these days, what with maintaining brick and mortar buildings, online banking, smartphone usage for e-mailing checks and call centers to handle all the inevitable complaints that will arise. But one bank has taken a step toward easing those challenges with the selection of inContact for its service delivery options.
Contact Centers Becoming Truly Connected to Customers with Unified Communications
Contact centers mean more than just call centers. A contact center should be able to focus on all areas of customer contact, including e-mail, social media, and all forms of unified communication. By doing so, it becomes a true contact center, allowing customers to contact them no matter what means they may use.
Leading BPO Selects inContact to Connect Network of Customer Support Professionals
InContact, the provider of cloud contact center software, is currently on a roll. It added seven new business process outsourcer (BPO) customers in the first quarter of 2013, and added yet another feather to its cap when it was chosen by a leading BPO to connect a large network of professionals providing customer support services.
The Millennial Generation Makes Ideal Call Center Workers (Under the Right Circumstances)
In the past few years, we've seen unprecedented technological changes in the contact center, including the advent of Voice over IP (VoIP) call-center platforms and cloud contact centers, allowing companies to build virtual and remote contact center networks that spread all over the world.
Reduce the Customer Effort for Optimal Contact Center Success
It's well known that the contact center is put in place to handle customer support. Management often looks at the number of calls handled within a certain time period, the percentage of issues resolved within first contact, the number of abandoned calls when the customer has to wait too long and the number of calls completed by an agent within a specified time period. More Articles
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ResourcesVisit our call center industry resource library and learn how to optimize your contact center for maximum profitability. Find these resources and more at incontact.com LEARN MORE
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Featured Resource3-Minute inContact Tour
Transform your customer care. Watch our product and company overview. Featured Whitepapers2013 Executive Priorities Report
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities. 2012 North American Cloud Contact Center Solutions
Company of the Year Award
Frost & Sullivan has over fifty years of experience as a global research organization. Choosing the Right Cloud
Contact Center Solution
Competing in today's complex marketplace requires enterprises to adapt to an environment where the frame and basis of competition are constantly shifting. |
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