SaaS is Working…

Share:

In the state of the company speech at ICUC 09, inContact CEO Paul Jarman made the point that SaaS is working better than ever.  It is not a passing trend.  Here are some of the statistics Paul shared that cheer the praises of SaaS.

The Wall Street Journal said: "Today 10% of total software sales come from on-demand software. Expect that number to rise as penny-pinching CEOs finally realize that SaaS is good for the bottom line."  

Gartner said: "…by 2013, at least 75% of customer service centers will use a form of SaaS."  

Read

Managing Port Counts

Share:

Ports are the resources needed to process a contact. Voice contacts require voice ports and email contacts require email ports.  An agent who is sitting there, connected to the system but processing no contacts, does not consume a port, but the moment they make an outbound call or receive a call or email or chat,  a port will be needed.

Read

Telecom Technology – It May Be Older Than You Think

Share:

Many of our modern telecom technologies and devices have a history that goes back further than most of us would imagine and were invented by persons we would never have imagined.  The first automatic telephone switch was the Strowger switch.  It was invented by a man named Almon Brown Strowger, and patented in 1891, who at the time was an undertaker.  His motivation apparently was that his competitor’s wife was a telephone operator and he believed that she was intercepting

Read

Sending Files with inContact

Share:

When an inContact customer needs to send a file, such as a contact that has been recorded, from an inContact script back to a server on their network, they have more than one option.  They can email the file as an attachment.  They can use the SENDFILE action, which uses the standard FTP protocol to send the file back to an FTP server on their network.  Both Email and SENDFILE actions typically accomplish this task sending one file at a time.  When there are larger volumes of files or very large files being sent, it may be more efficient to use the inContact FTP serve

Read

G711! G729! Hike! Hike! Hike!

Share:

Lets start with a little technical mumbo jumbo.  Most of the energy of human speech is contained within a bandwidth range of 300-4000 Hz (cycles/second) so when the telephone network processes your voice, the first thing it does is constrain the audio it is processing to that frequency range.   It is now ready to digitize your speech for transmission.  The traditional codec for speech has been U-LawG.711, u

Read

InContact Best Practices and Minimum Requirements

Share:

When I was 17, my first car was a 67 Cadillac.  Sure, it floated like a cloud, but that was because the steering linkage was so loose that it was more like guiding than steering.  One headlight housing was cracked, so that light was became my search light that was watching the bushes by the road as I drove by.  It had lots of interior room because it had no seats.  It had a powerful V8 engine, powerful that is when all eight cylinders were working.  You get the picture.  But at the age of 17, and my first car, it met my minimum requirements .   Later, with the responsibilities of a spouse and parent, my minimu

Read

Use Local Numbers As Well As Toll Free to Hear From Your Customers

Share:

I find it interesting that prior to toll free numbers, the only way to get a hold of a company for sales or customer support was via a local, LEC provided 10 digit telephone number that the caller paid the toll fee on or a customer calling collect (then called transferred-charge service). It wasn't until 1967 that toll free numbers were introduced by AT&T and at the time, only major hotel chains used them.

Since then, toll free service grew to  huge proportions to the point where the industry ran out of 800 prefixes and moved on to consuming 888, 877, now working on 866 and have in reserve 855, 844, 833, 822 and several more.  But enough of the history lesson.  This is about Local Numbers, an alternative to Toll Free.

Read