WHITE PAPER - This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.
Posted: May 15, 2012 | Published: May 15, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Services | Contact Center Software | Contact Centers | CRM | CRM Best Practices | CRM Software | Customer Service | Customer Service Best Practices

WHITE PAPER - This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: April 26, 2012 | Published: April 26, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | CRM Analytics | CRM Analytics Software

CASE STUDY - This case study explores how AAA Southern New England established a new call center, implemented VoIP, and integrated SIP trunking into their branch offices.
Posted: April 13, 2012 | Published: April 13, 2012


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Disaster Recovery | Security | SIP | Unified Messaging | VoIP

WHITE PAPER - Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: March 27, 2012 | Published: March 27, 2012


Topics:  Call Center Management | Call Center Software | Contact Center Management | Contact Center Software | CRM | CRM Best Practices | CRM Software | IP Contact Centers | IVR | SAP (Product)

ANALYST REPORT - This Gartner analyst report reviews top IVR products and examines the strengths and weaknesses of each.
Posted: March 13, 2012 | Published: August 9, 2011


Topics:  Call Center Software | CRM | CRM Software | Customer Satisfaction | Customer Self-Service | Customer Service | IVR | Voice Communications Software

WHITE PAPER - This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
Posted: March 1, 2012 | Published: March 1, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | CRM | CRM Analytics Software | CRM Best Practices | CRM Software | Customer Service

WEBCAST - Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.
Posted: February 14, 2012 | Premiered: February 14, 2012


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Service | Customer Service Best Practices | Customer Support Software

CASE STUDY - Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: February 10, 2012 | Published: February 10, 2012


Topics:  Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | Customer Loyalty | Customer Retention | Customer Satisfaction | Customer Self-Service | Customer Service | Customer Service Best Practices | Disaster Recovery | MPLS | SIP

CASE STUDY - Uncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.
Posted: February 10, 2012 | Published: February 10, 2012


Topics:  Application Programming Interfaces | Audio Standards | Call Center Software | Call Centers | Communications Software | Compliance Best Practices | Customer Service | Customer Support Software | Encryption Standards | Quality Control

VIDEO - This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.
Posted: January 20, 2012 | Premiered: January 20, 2012


Topics:  Call Center Software | Call Centers | Contact Center Software | Contact Centers | CRM | Customer Service | IVR

WHITE PAPER - This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
Posted: January 20, 2012 | Published: January 18, 2012


Topics:  Call Center Management | Call Center Software | Call Centers | Contact Center Management | Contact Center Software | Contact Centers | CRM | CRM Software | Customer Satisfaction | Customer Service | Customer Service Best Practices | IVR

WHITE PAPER - This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.
Posted: September 16, 2011 | Published: September 16, 2011


Topics:  Call Center Management | Call Center Services | Call Center Software | Call Centers | Cloud CRM | Cloud Security

WHITE PAPER - This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.
Posted: August 8, 2011 | Published: August 8, 2011


Topics:  Call Center Management | Call Center Software | Capital Expenditures | Cloud CRM | Contact Center Management | Contact Center Services | Contact Center Software | TCO

EBOOK - The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
Posted: May 4, 2010 | Published: May 4, 2010


Topics:  Call Center Management | Call Center Software | Call Centers | Cloud Computing | Contact Center Software | Contact Centers | Contact Management | CRM | Software as a Service | TCO | Telephony Systems