While many call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact's on demand call center software products are helping hundreds of companies increase market share and profitability across the globe.
Optimize your call center and increase profit with this secure and robust call center software platform. Discover more ››
Our intelligent and flexible ACD software with skills-based routing enables you to get your callers to the right person, regardless of geographical location. Discover more ››
Our hosted IVR software enables you to create the perfect mix of self-service and agent managed contacts. Discover More››
Through our software and various applications, the inContact platform integrates with over 100 top Customer Relationship Management (CRM), making it possible for you to create a consistent and satisfying customer experience. Discover More ››
ECHO Customer Feedback
Our customer satisfaction survey allows you to hear the voice of your customer and ensure they are getting the service they need and want. Discover More ››
Predictive Dialer Software
Keep agents working on your most profitable activities with our inbound/outbound blended and hosted predictive dialers. Discover More ››
You can use your own telecomm, but why when you can use ours for less? We have a full suite of network connectivity solutions that give you a choice in how you communicate with the world. Discover More ››
Our workforce management tools can optimize your workforce and automate agent scheduling. Discover More ››
Hosted Call Center Workers Feeling the Pressure
An online story recently addressed the demands that are placed on call center workers and how those demands can have very real physical and emotional tolls on those workers.
Finding Says APAC Call Centers Trying Hard to Please Customers
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
HHS Call Center Gets Through First Week of ACA Relaunch
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend.
Holidays Shine Brighter With Happy Customers
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
Call Center Leader inContact Hosts Strong Q3
inContact just came out with its earnings report, and numbers were good thanks in part to the company's many solid offerings in the contact center space.
Early Christmas: Sprint to Open New Customer Center
Despite recent layoffs, Sprint also had some good news when it said it would open a new call center.
Hosted Call Center Closing, but Some Workers May Get Reprieve
The Sykes Inc. call center in Sydney, Australia is shutting down, but some workers might get picked up to work remotely with Bell Canada at another location.
Contact Center Staffers' Engagement Matters to the Bottom Line
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
Got Your 'Mojo'? inContact Says Yes
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
Even Hosted Call Centers Have to Change With the Times
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
Cloud Platform by inContact Utilized by Financial Services Firm
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
Host With the Most: Start with the Best Contact Center Partner for Your Needs
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
Study says India's Loss is Philippines' Gain
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
Safety Biz Leader Aligns with inContact Cloud Platform
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
Hosted Call Centers Getting Better: Survey
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
Call Center Hosting Easier via the Cloud
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
inContact's new ECHO Solution Gaining Wider Acceptance
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
Moving to the Cloud? Why Not?
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
Biometrics Rise in Importance in the Call Center
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
Hosted Call Centers are a Trove of Important Data
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
Hiring is Up, but at What Cost?
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
Hosted Call Centers Work Better With Happy Staff
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
Hosted Call Centers Can Benefit from IVR, Too
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
Call Centers Need 'Engaged' Employees
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
inContact's Cloud Offering Put to Use Helping Consumer Protection
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
Are You an Advocate for Your Employees?
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
inContact's Cloud Solution Set To Connect Contact Centers
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
How to Measure Agent Performance
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
Latin America Sees Potential Call Center Growth
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
Engage Your Contact Center Workers for Best Results
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
inContact Hosts Call center in the Cloud
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
Affordable Care Questions Still Vex Contact Centers
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
Hosted Contact Centers Anticipate Gains in Next 10 Years
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
Say 'Hello' To Your New Hosts: Millennials
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
Keep Call Center Staffers at the Top of Their Game
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
Tech Trends Boosting Call Centers
One of the leading providers of contact center services around the world, conducted a study on call center technology and which trends are most popular within the industry.
inContacts Boosts One Call Center's Health
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
Hosted Call Centers Helped by Social Media
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
Call Centers Work Better When Workers are Motivated
The typical 9-5 workday is seeing a transformation, thanks to technology and flexible shifts, and now lawmakers on both sides of the pond are taking it into consideration to favor more employee-friendly practices.
Better Headsets Equal Better Results
The headset is the primary point of contact between the agent and customer. If it fails to perform according to a higher standard, the call will not go well.
Hosted Contact Center Solutions Help Organizations Meet Customer Expectations
While many companies haven't changed the way they offer customer service in years or even decades, customers themselves are ever-changing. This presents a problem for many companies, who are offering 1990s customer service to 2014 customers.
Call Center Fills Critical Insurer Need
Recent changes in laws regarding health insurance have made insurance companies more cognizant of the changing demands on their customer contact centers.