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ACD Software Feature Articles

Higher Education Support Efforts Get a 'Cloud-Boost'
Academia has gotten wise to the benefits of using the latest technology to make their call center efforts even more productive.
Improved ACD Included With New Contact Center Software
With the availability of key new data points, inContact Workforce Optimization customers can create and manage event rules to automatically administer agent proficiencies in the inContact ACD.
Analysis Taking on Higher Profile in Contact Centers
Savvy call center managers are taking a closer look at the nascent field of speech analytics.
Changes Coming to the Call Center
Advanced analytics are coming to a call center near you. Is this a good thing? Most would say 'yes.'
Are Your Contact Center Workers Up To Speed?
Empowered employees can make all the difference when it comes to dealing with callers.
Adding it Up: Contact Center Numbers Need Scrutiny
It's easy to say that more reporting capability in the contact center is a necessity, but in an era of tight budgets and major issues, proving it is another matter.
Automatic Features, More Add up for a Client
Cloud call center leader inContact was tasked with helping Workfront, a rapidly growing provider of cloud-based enterprise work management solutions to world-class companies, better its sales efforts.
Call Picked Up, Real Retention Work Begins
A new report recommends that marketers get involved in all aspects of the customer experience, including contact center operations.
Call Center Provider's ACD Helps Win New Client
inContact's platform featurings an integrated Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) system will help support a customer's growing volume of inbound patient calls.
Call Center Training Gets a Fresh Look
How do you train your new people without turning them off to the very job you've hired them for?
ACD Offering Helps inContact Win New Client
An old Automatic Call Distribution (ACD) system was time-consuming to manage and difficult to adjust for seasonal demand, so a client reached out for help from inContact.
Tech Comes to the Aid of Retail
A leading Business Process Outsourcing (BPO) with a number of retail clients has decided the time is right to move its business to the cloud.
Call Data Rising in Importance
One of the biggest benefits to hit call centers in recent years is the advent of analytics.
Study: Customers Demanding More from Call Centers
Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing.
Texting May Edge Out Calls in Call Centers
These days, if customers can't get an instant connection with you or your company, they have no compunction about jumping ship.
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