Contact Center Outsourcing

September 11, 2015 InContact has launched the new version of “inContact Agent for Salesforce” on the Salesforce AppExchange. It is designed to empower businesses to connect with customers, partners, and employees more effectively. “inContact Agent for Salesforce v3.0 now supports email and voicemail channels, native Salesforce case routing, and Personal Connection ‘no-pause’ automated

September 9, 2015 With technology advancing so rapidly, anyone who tries to guess what things will be like next year is basically just taking a shot in the dark, as the cliché goes. 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 2, 2015 The TCPA was enacted in 1991 but has received a lot of attention lately due to recent actions by the Federal Communications Commission that expand its authority. A recent blog post by Cindy Williams at The WORKS discusses these changes in detail. She notes the changes to

September 1, 2015 Business process outsourcing (BPO) generally refers to the outsourcing 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 has become synonymous with contact centers. A BPO is usually implemented as a cost-saving measure to meet the needs

August 27, 2015 The prevailing view in the tech world is that, with the Internet of Things (IoT), everything will eventually be connected to everything else. The idea is to eliminate much of the need for human interaction so that people can essentially handle all their tech troubleshooting on their own. But one area where human interaction 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 key points worth sharing. “Speech Analytics

August 20, 2015 Taxpayers typically dislike seeing their local government spend money, but one recent development is sure to pay off and keep residents happy. InContact, a leading provider of cloud-based contact center software and contact center agent optimization tools, has announced that a major county government is replacing its on-premises contact center system with

August 19, 2015 Confirming 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 U.S. call centers are beginning to consider staying in the country rather than reshoring, Canada is taking a new approach when it comes to finding a low-cost location. Canada considers itself a nearshore option for 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 in an interesting place: at the forefront of the contact center industry. So it makes sense that the company