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ACD Software Feature Articles

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.
InContact in Focus with New Chief Strategy Officer
It's been said that you can't know where you're going if you don't know where you've been. And for inContact, the leading provider of cloud contact center software and contact center agent optimization tools, they've been someplace interesting: the forefront of the contact center industry.
Employees Know Best When it Comes to Customers
Is the contact center the best possible place to train for more senior-level jobs in a company? Quite possibly.
Vembu Technologies Picks Ameyo Contact Center Solution
Contact center technology and omnichannel customer experience provider Ameyo has announced that Vembu Technologies has chosen Ameyo Contact Center technology for outbound dialing.
ACD Critical to Call Center Success
A new blog post lists automatic call distributors among the necessary parts of a successful contact center.
Contact Center: Hidden Source of Profits?
Although within the corporate view contact centers are sometimes seen as a necessary evil, it is the department that has direct dealings in order to support the company's customers.
Industry Confab Set to Boost Contact Centers
Running a busy contact center is a time-consuming task. It's easy to get bogged down in the problems, both big and small, which plague nearly every center.
Call Centers Are Feeling the Burn
Nearly all survey respondents -- 96 percent -- said their contact center functions were expanding, according to the survey of 300 businesses on five continents.
Time Warner Cable Ruling Puts the New TCPA Clarification into Practice
We're already starting to see the FCC's recent TCPA clarifications put into practice. A U.S. District Court for the Southern District of New York recently used the clarification in deciding the merits of a TCPA violation case.
Even ACD Callers Need a Human Touch Occasionally
It's important to focus on a few critical points, and make sure everyone in your call center is on board with at least the basics.
Analytics: The New Buzzword in Contact Centers
Those calls coming in are more than just a conversation between two people: They can provide a wealth of information about the caller
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Featured Executive Priorities
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities

Is your business prepared to succeed over the next 12 to 24 months? Each year, business leaders - regardless of size, industry sector or geographic location - sit down to budget for the coming year (and beyond, in some cases).

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inContact ACD

Featuring rich multi-channel ACD software to optimize your customer interactions.

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inContact Chat

inContact makes it easy to configure and route incoming chats to your agents. The application can automatically provide the chat requestor with a message indicating their position in queue.

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inContact Work Item Routing: SalesForce Case Routing

Lots of contact centers use SalesForce. Each day hundreds, even thousands of cases are referenced, created, and modified.

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