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ACD Software Feature Articles

Study Finds Work Needs to Done in Call Centers
Research just released by some contact center industry leaders confirm what many have suspected: there are gaps between what contact center customers want and what is actually delivered.
ACD Offering is One of Many to Sway New Client to inContact
InContact's multi-channel Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) solutions will provide a solid foundation to support all forms of inbound communication for a new client.
ACD One Part of inContact's Cloud Appeal
InContact's new customer will implement its multi-channel Automatic Call Distributor and fully integrated Interactive Voice Response (IVR) solutions.
Call Centers Ready for Big Show
Contact center luminaries from far and wide are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference (ICUC).
Keeping Everything Above-board at the Call Center
The good news is many call center compliance traps can be addressed fairly easily, without a lot of additional resources.
New Offerings Raise the Stakes at Call Centers
Even with the most intuitive interface on earth, and the best-skilled and motivated agents in existence, your agents will need training when deploying new channels.
Customers Getting a Boost from App Upgrade
InContact has rolled out the new version of the "inContact Agent for Salesforce" on the Salesforce AppExchange.
Future Contact Centers Will be Radically Different
Contact centers don't always represent a shiny jewel in the company's crown. However, as the pressure mounts on brands to offer excelling customer service, they are becoming a focus of the battle for client's satisfaction.
New Security Level Reached
Contact centers take great pains to assure callers their information is safe. One company has just taken it to another level.
ACD Option Cited as One Reason for Contact Center's Business Choice
A new client selected inContact's powerful Workforce Optimization suite to manage and streamline their contact center operations.
Automation Important, but IoT Might Alter That in Call Centers
The Internet of Things addresses what is surely going to be ubiquitous in coming years: Everything will eventually be connected to everything else.
'Speech' One Part of an Overall Call Center Strategy
Speech Analytics is one of those solutions that sound great, and we are so excited to try on, but eventually lead to being placed in 'the back of the closet' because it loses favor.
ACD Offering, Other Options Help Secure New Business
InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major county government is replacing its premise-based contact center system with the inContact cloud solution.
Leading Call Center Nation Seeks to Boost Customer Experience
According to official reports, the Philippines' BPO (business process outsourcing) sector will be generating $25 billion in revenue by next year, which will account for 10 percent of the Philippines' economy.
Ovum Lauds Cloud Contact Center Leader
Leading research firm Ovum has recognized inContact in its "Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16" report.
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