Overview: inContact is a powerful on-demand contact handling and agent optimization platform for call centers. Featuring ACD with skills based routing, CTI, IVR with speech recognition, hiring, eLearning, workforce management, customer feedback & CRM integration.
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Solutions offered by inContact.
Research offered by inContact
A contact center manager's guide to integrating self-service by inContact. May 04, 2011 - Do you feel pressured to provide great service while keeping costs down in your contact center? Self-service technology enables customers to resolve their own service questions without depleting agent resources. But deploying self-service technology raises many questions. Learn best practices and tap into expert advice with this eBook.
Debunking Security Concerns with Hosted Call Centers by inContact. January 10, 2011 - This paper discusses the different layers requiring security, how security should be addressed in each layer, and how to select a qualified hosted call center provider. Read this white paper to learn more.
E-Book: The Executive’s Guide to Contact Center Technology Planning by inContact. May 12, 2010 - In this e-book learn about emerging contact center technology trends and newer options like self-service technology, analytics and Web 2.0. Find out about 10 must-have technologies for the contemporary contact center. Learn how to select the best technology to meet your needs, and read expert advice for setting up contact center technology.
Ensuring brand-building customer experiences with inContact ECHO survey software by inContact. January 04, 2011 - This featured white paper sponsored by inContact looks at new innovative ways to improve the customer experience through CRM software and best practices.
Executive Insight: Multi-Sourcing in the Call Center by inContact. February 20, 2009 - This paper examines how many executives are beginning to understand that cutting cost by outsourcing call center operations isn't always the best solution. Learn how "cheaper" often comes at the expense of "better".
Extra Space Storage Dials Up Sales with inContact & Salesforce CRM by inContact. October 11, 2010 - This paper describes the benefits Extra Space Storage experienced by combining inContact’s on-demand platform and integrated with customer CRM software from salesforce.com. Read on to learn more about these benefits and learn how your company can experience the same results.
Five Steps to Ensuring a Successful VoIP Migration by inContact. September 22, 2010 - This paper presents five key steps that will ensure a successful migration from legacy voice technology to VoIP in a contact center or enterprise environment. Continue reading to learn more about these five steps and learn how they can help you.
Making the IVR Work for You and Your Customers with Self Service Differentiation by inContact. August 11, 2011 - This webcast covers the potential of interactive voice recognition (IVR) technology to power service differentiation and improve customer relations.
Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis by inContact. May 06, 2011 - Today, the majority of North American contact centers today are supported by premise-based contact center and telephony systems. But there's another money-saving option for contact centers: third-party owned and operated hosted services. Before you decide which model to use, there's another factor you should consider: Total cost of ownership (TCO).
Top 5 Ways to Make IVR Work for You and Your Customers by inContact. September 22, 2010 - This paper will help you find this crucial balance between financial efficiency and customer experience with 5 IVR best practices to help you ensure satisfaction all around. These methods have been developed by call center experts with years of experience in the call center space. Read on to learn about the top 5 ways to make IVR work for you.