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Contact Center Tools of the Trade

Tuesday, July 28th, 2015

In any industry, there are specific tools that are needed to succeed. If you asked a carpenter what tools he carries with him at all times in his tool belt, you would probably receive a response such as a tape measure, hammer, utility knife, chisel, framing square, and many others. Just as carpenters utilize specific tools for their trade, contact centers have a variety of tools that are available to help them become the most optimal and cost efficient.

There are many variables that come into play when determining which tools are right for your center. Some factors to consider are size, purpose, supported channels, locations, complexity or simplicity of the center, budget, and ultimately the contact center itself.

workforce intelligence

Leading the Way in Contact Center Intelligence

Thursday, July 23rd, 2015

If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. The reality is that all people and businesses alike crave intelligence at every opportunity. From smarter phones and cars to more automation and computers with the ability to make decisions, the demand for intelligence is all around us. inContact’s WFI (Workforce Intelligence) solution is already ahead of the times and the upcoming releases will continue to set the pace for others to attempt to follow.

What is an Intelligent Contact Center?


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The Ferrari of Salesforce Integrations

Monday, July 20th, 2015

At some point between the races in Silverstone and the Grand Prix in Budapest we heard the following comment from one of our customers currently implementing our inContact Agent for Salesforce:

I’m loving the new inContact. Feels like you just gave me the keys to the new Ferrari.
(Technical Support Specialists with a leading 3D design, engineering and entertainment software company)

There’s no denying it – we feel very honored by this accolade. And, with the 66th season of the Formula One World Championship in full swing, it inspired us to take a moment to look into what Formula One, Ferrari and the inContact Agent for Salesforce may have in common.

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