Contact Center Outsourcing

September 11, 2015 InContact has rolled out the new version of the “inContact Agent for Salesforce” on the Salesforce AppExchange. It’s designed to empower businesses to connect with customers, partners and employees in a better way. “InContact’s Agent for Salesforce v3.0 now supports the email and voicemail channel, native Salesforce case routing, Personal Connection ‘no-pause’ automated […]

September 09, 2015 With the way that technology keeps rapidly advancing, anyone who hazards a guess as to how things will be next year is basically just taking the clichéd shot in the dark. So imagine trying to look five years down the road? One writer has done just that, and he’s come up with

Caveat: Make Your Outsourcers Aware of Federal Regulations September 02, 2015 The TCPA was enacted in 1991 but has received a lot of attention lately because of recent Federal Communications Commission actions that heighten its powers. A recent blog post from Cindy Williams at The WORKS discusses these changes at length. She notes the altered

September 01, 2015 Business process outsourcing (BPO) is generally the contracting of a specific business task to a third-party service provider. But more recently it has taken on a narrower focus, and in the world of technology it’s become synonymous with contact centers. A BPO is usually implemented as a cost-saving measure for the needs

August 27, 2015 The current thinking in technology is that with IoT, everything will eventually be connected to everything else. The idea is to remove a lot of human contact so that people can basically do all their tech troubleshooting on their own. But one area where human contact might actually increase is in the

August 27, 2015 We’ve all heard the term, but unless you’re actually involved in implementing it, how much do you really know about speech analytics? It’s a topic that Gerald Sinclair, WFO practice manager at Uptivity, an inContact Company, addressed in a recent blog post, and he made some salient points worth sharing. “Speech Analytics

August 20, 2015 Taxpayers traditionally hate seeing their local government spend money, but one recent instance is sure to pay dividends and keep residents happy. 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

August 19, 2015 Affirming what many in the industry already knew, inContact — a leading provider of cloud contact center software and contact center agent optimization tools – has been recognized for its overall contribution to the multichannel cloud contact center industry. Leading research firm Ovum (News – Alert) recognized the company in its “Ovum Decision

August 14, 2015 While Atlantic City can certainly attest that the United States call centers are starting to look at staying at home rather than reshoring, Canada is taking a new angle when it comes to seeking a low-cost location. Canada considers itself a near-shore option when it comes to American companies that are looking

August 10, 2015 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. So it makes sense that the company