Articles

 
 

Media Contacts

Cheryl Andrus
inContact
(801) 320-3646
cheryl.andrus@incontact.com

Gavin Gustafson
inContact
(801) 320-3323
gavin.gustafson@incontact.com

What Our Customers Say 

“Our business has grown dramatically since we switched to inContact.” 
Jill Blankenship, President,
Frontline Call Center

"We chose inContact because they provide an all-in-one solution."
David May,
Schumacher Group

Who We Are At-a-Glance

Our flexible cloud-based software helps contact centers efficiently support their customers with personalized interactions. The result is high customer satisfaction, low attrition, and brand loyalty.

  • Recognized leader and cloud pioneer
  • Industry’s best-published service level agreement of 99.99%
  • 1300+ call center deployments
  • Used by 85,000+ agents globally
  • Over one billion calls handled per year
  • More industry experience than any other contact center cloud vendor

What Analysts Say

"inContact is doing for the contact center what Salesforce.com did for the CRM" Piper Jaffray

“Frost & Sullivan’s independent research clearly shows that inContact has assembled and refined a versatile and expanding all-in-one cloud global contact center platform backed by a communications backbone.”
Frost & Sullivan North American Cloud Contact Center Solutions, Best Practices, 2012

Locations

  • Salt Lake City
  • London
  • Philippines

Resources

Company Overview
Learn how to operate more efficiently, delight customers, and discover new pathways to profit

How to Migrate from Premises to Cloud: Best practices View
September 11, 2014

Customer Experience Report - Managing a contact center is tough any day. But the rapid strides in technology over the last few years, and its widespread adoption by consumers have introduced new challenges for contact centers. In an attempt to keep pace, and of course reduce costs, many contact centers are turning towards cloud based operations.

An Ounce of Prevention: How Proactive Support Can Cure Lagging Customer Care View
September 08, 2014

1to1 Media - While most organizations pursue proactive problem resolution in an effort to cut contact center costs, such initiatives also create opportunities to strengthen customer satisfaction and reinforce loyal relationships.

Metrics that Matter: Use the Right Tools to Measure View
August 19, 2014

ICMI - It’s hard to imagine, but the days of reading from a printed script and keeping track of all calls with a pen and a paper where not so long ago. When call center agents were monitored by a physical person manually hard wired into their line. These types of inefficiencies have been experienced by nearly every call center, but luckily we have come a long way in a short amount of time. Performance management software has now become the driving force on the call center floor.

Hoffman's Hot Seat: Hot Trends in Outbound Communications View
August 12, 2014

1to1 Media - 1to1 Media's Tom Hoffman catches up with Jennifer Waite, Product Marketing Manager at inContact at Call Center Week in Las Vegas to discuss key trends in outbound communications, including new approaches to proactive customer communications.​

Speech Analytics Goes Back to the Future View
August 04, 2014

1to1 Media - While 1.21 gigawatts may be extreme, companies must power their VOC strategies with the innovative tools and technologies necessary to drive real-time speech analytics and fuel first call resolution.

Outbound Calling: Are You Getting Sacked or Scoring Touchdowns? View
July 22, 2014

Contact Professional - What if a quarterback had to pass the ball without seeing the play develop? He can’t see his receivers or his running backs. He’s flying blind; he’s playing catch up. In this game of inches, he gets sacked.

Quality Management Across Channels: Back to the Basics View
July 14, 2014

ICMI - As contact centers continue to evolve, quality management processes will need to keep up. So, why not go back to basics?! Today we review key areas where quality management needs to evolve for multi-channel to keep you ahead of the game. First let’s discuss transparency. Remaining transparent in business is critical to keeping focus on the objectives at hand. Coaching is a large piece of that transparency. There are five basic steps to coaching that every organization should incorporate.

Omnichannel Service Takes the Whole Company View
July 11, 2014

CMSWire - When we look to a company for answers, what do we want?

We want a seamless experience and answers tailored to our needs, no matter how we reach out. Whether we visit a store, check a website, send an email, call customer service or all of the above, we want the source or person on the other end to understand our relevant history and quickly provide answers. We want omnichannel service, and so do our customers.

A Recipe for Success in the Workplace View
July 11, 2014

Forefront Magazine - When it was time to bring her far-flung team together a few months ago, Mariann McDonagh eschewed some typical corporate outings in favor of a cooking school session where people worked to prepare an elaborate Thai meal and eventually gather together to enjoy the fruits - and vegetables - of their labor.

“I thought it would be a great team-building event rather than racing cars or shooting each other with paintballs,” said McDonagh, who considers herself an expert in the kitchen.

Tips for Creating Meaningful Curriculum and Delivering it Efficiently View
July 08, 2014

ICMI - Every contact center has a training process. Normally there is a process for new employees, otherwise known as onboarding, and also one for continuing education. Creating dynamic training curriculum to keep agents engaged and delivering it efficiently is difficult. But, the question you should ask yourself is how are the topics for the curriculum chosen, and how do I know I am successful? How does training interoperate within your business?

3 Results of Dis-Integrated Contact Center Technologies: and a Solution View
July 08, 2014

Contact Professional - Does this scene from your local schoolyard remind you of anything at your very own contact center?

Vendors Battle For The Heart Of The Contact Center View
June 26, 2014

Forrester - Kate Leggett, Principal Analyst serving Application Development and Delivery Professionals, examines several of the available options - including from the cloud - to best manage the growing CRM and WFO challenges for today's contact centers.

The Customer is Changing: How to Unlock Hidden Clues View
June 16, 2014

ICMI - Mining for the hidden gems in each customer interaction, small as though they may seem, can lead to a wealth of knowledge.

Introducing The Workforce-Intelligent Contact Center View
June 10, 2014

ICMI - Kristyn Emenecker, Vice President of WFO Solutions Group for inContact, provides solutions for contact center management to be revenue contributors and key strategic members of their corporate enterprise leadership team by becoming a Workforce-Intelligent Contact Center (TM).

Hot Trends in the Contact Center Space View
June 10, 2014

1to1 Media - The acquisition of Uptivity by inContact provides more cloud solutions to companies looking to differentiate themselves through improved customer service and creating a better customer experience.

InContact Advances Workforce Optimization for Contact Centers View
May 29, 2014

Ventana Research - Industry analyst Richard Snow gives his perspective on the inContact's roadmap for WFO in the cloud based on his recent interview with Kristyn Emenecker, inContact VP of WFO Solutions. Good links to related to Ventana Research Next-Generation Benchmarks.

CSA Volunteer Spotlight: Henri St. Andre View
May 29, 2014

Cloud Security Alliance (CSA) - Interview with Henri St. Andre, inContact Director of Trust, about inContact's long term commitment to Trust in the Cloud.

Cloud Disruption in the Call Center View
May 28, 2014

CMS Wire - The $22-billion call center market — dominated by legacy solutions from Avaya, Cisco Systems and Genesys — is ripe for disruption and cloud contact center solutions are positioned to strike.

What Marketers Know Now That They Wish They Knew Then View
May 15, 2014

CMO.com - Several Chief Marketing Officers, including Mariann McDonagh of inContact, provide valuable advice using the power of 20/20 hindsight.

First Came Routing, Next Comes Workforce Management: Cloud Contact Center Vendors are Expanding Their Portfolios View
May 12, 2014

Nemertes Research - Small and mid-sized contact centers now have more cloud options as providers move to integrate workforce optimization products and features into their solutions.

inContact's $48 Million Buy Targets Mid-Sized Contact Centers View
May 09, 2014

CMS Wire - This pie is sliced in many ways. This week, cloud-based contact center solutions and optimization provider inContact spent $48 million to ensure its clients have the right tools to optimize data and provide a solid customer experience.

inContact Acquires Workforce Optimization Provider Uptivity to Launch WFO into the Cloud View
May 07, 2014

CRM Magazine - "Folks are specifically interested in contact center infrastructure with ready WFO solutions," Mariann McDonagh says, "especially those in the midsize market, which has traditionally been and underserved market for WFO."

inContact Ups Its Game with Uptivity Acquisition View
May 06, 2014

No Jitter - The holy grail of a fully-integrated cloud contact center suite continues to drive acquisition activity.

Speech Analytics in the Cloud: The Power to Act, the Insights to Transform View
May 06, 2014

Smart Customer Service - Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from sales not made. But without objective, meaningful, and specific facts, what can they do? What can you do? Consider the power of speech analytics in the cloud.

Sizing Up Social's Competitive Advantage View
May 05, 2014

1to1 Media -  By embracing the conversational nature of social media, companies can generate dialogue, moving beyond the basic batch-and-blast techniques of yesteryear as they work to strengthen customer relationships and boost loyalty. ​

WFO in the Cloud: Connecting Customer Insight and Contact Center Operations View
May 01, 2014

CRM Xchange - WFO helps reduce complexity because it ties together human performance and behavior to operational data—providing information to manage people for better results.

10 Scheduling Strategies to Optimize Your Workforce View
May 01, 2014

ICMI - Contact Center Workforce Managers are the data “artists” within the company. This is a very important and challenging position. It’s about understanding and knowing when you’ll be the busiest, making sure people are adhering to what is planned and then quickly anticipating and adjusting throughout the day. With all these moving parts, below are ten workforce strategies to optimize your workforce.

Have Marketers Outgrown Multichannel? View
April 28, 2014

Direct Marketing News - “Generally speaking, the majority of companies have not mastered multichannel marketing. Not because they don't want to improve, but because technology is still an obstacle,” says Madelyn Gengelbach, VP of strategic marketing at contact center provider inContact. 

inContact Rolls Out Feature-Rich Cloud Call Center Update View
April 23, 2014

CRM Buyer - No one else in the market provides this many new features in each release. 

Success with Real-time Tools for Engaging Your Workforce View
April 22, 2014

ICMI - Regardless of the type of business, you are always looking for ways to drive performance.  It’s like trying to find the shiny object to keep everyone’s attention, while behind the scenes making a positive impact on your business.  How do you engage your workforce?

5 Ways CMOs Can Build A Trusted Relationship With Sales View
April 21, 2014

CMO.com - To become “chief growth officers,” CMOs and their teams need to work alongside sales. We need to build and continually pursue a trusted relationship. Here are five ways to align interests and build trust.

Establishing an Aggressive Innovation Cadence With Cloud-to-Cloud Interconnectivity View
April 18, 2014

Wired, Innovation Insights - Innovation can be a powerful precursor to profitable growth by enhancing the customer experience. As such, the “I” in CIO has evolved from Infrastructure to Information to Innovation. While the CEO’s job is to enhance innovation, the CIO’s job is to be the innovator -- to take innovation and run with it.

Virtual Agents: Bringing Benefits Home with the New Cloud-based Contact Center View
April 17, 2014

Customer Magazine - Employing work-at-home agents can help companies build more successful customer care and outreach programs by enabling them to call on a larger workforce, pair callers with certain affinities with like-minded agents, and lower their costs in the process.

inContact Innovates in Workforce Optimization and SMS View
April 16, 2014

No Jitter - CIOs are looking for THE best solutions--often regardless of premise or cloud. This means that cloud contact center providers that want to set themselves apart from the increasing number of competitors are seeking to push the envelope--providing not just table stakes but innovation. Innovation is clearly inContact's core message with the announcement today. 

3 Tips for Integrating SMS into Your Omnichannel Strategy View
April 16, 2014

Contact Professional - It’s time to expect more from SMS, and contact center agents need the tools required to deliver great customer experiences across this emerging channel. So here are three tips for delivering great SMS customer experiences.

inContact Unveils First 2014 Release of Cloud Contact Center Software View
April 16, 2014

DestinationCRM - inContact is setting an aggressive pace for innovation in the contact center industry. With this release, we are strengthening our cloud platform and suite of products to address the advanced interactions that customers expect today.

Got WFM? Time to Move Up to WFO in the Cloud View
April 08, 2014

ICMI - Workforce management (WFM) tools are a great start, but it’s really just the beginning. Workforce optimization (WFO) is comprised of many processes and tools that are used for assessment and improvement of the agent and organization. With a full suite, you get powerful tools to help understand and act on four key levers: Presence, Proficiency, Performance, and Perception.

3 Reasons to Boost Your Contact Center's Strategic Value View
April 01, 2014

CRM Magazine - Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine, because it's all there in the cloud.

SMS Has Grown Up, So Let's Treat it Like a Real Service Channel View
March 25, 2014

ICMI - Getting a text is exciting. We all love receiving SMS messages from the people closest to us - whether it’s a family member, friend, or co-worker. They reach us wherever we are, and we pause our day to share a quick laugh and respond. The easy back and forth makes texting a very personal form of communication, and this intimacy is the reason that generic SMS marketing blasts tend to annoy customers and erode brand loyalty.

Contact Centers Drive the Social CRM Revolution View
March 14, 2014

CMSWire - Cloud technology and social CRM can operationalize social customer care so that companies realign their systems and operations around customer preferences. Brands that listen and respond through social media are not only providing another channel for customers to reach them, but providing a level of customer service that drives customer loyalty — which is always at a premium.​

3 Roles CEOs Expect Their CMOs To Master View
March 06, 2014

CMO - "Satisfying unrecognized needs is especially critical for CMOs operating in emerging markets. We must have a strategic approach from the get-go. We’re not chasing what’s already there; we’re looking for the next big growth area to create." Mariann McDonagh, inContact CMO and Paul Jarman, inContact CEO, talk about what CEOs really want from their CMO. 

The 2014 CRM Rising Star Awards View
March 03, 2014

CRM Magazine - "Customers don't care what channels you support—they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," Ray Wang, founder and principal analyst at Constellation Research, says.

The 2014 CRM Service Leaders View
March 03, 2014

CRM Magazine - Hot off a number of sizable customer wins and key partnerships, this is a company on the move. "inContact is one of the ones to watch in 2014," McGee-Smith says. "Solid product improvement, coupled with strong reseller agreements with [companies such as] Verizon and Unify, have been key to its growth."

Fight for Your Right to Own Social View
February 27, 2014

ICMI - Good marketers never lose sight of what customers want, and in today’s online age, they want responsive, informed social service. The only way to deliver that is through the contact center. 

Executive Interview: Proactive Service and Personal Connection View
February 24, 2014

CRMXchange - Consumers want to feel as if companies know them, and are able to proactively anticipate their needs. This is why contact centers must be tightly integrated with sales, marketing, and CRM activities that enable a holistic view of customer experience. ​

5 Ways Speech Analytics Can Improve Contact Center Performance View
February 18, 2014

Contact Professional There’s intelligence to be gathered from every customer call, but it’s a lot of information to sift through, and actually getting to the most important insights can be costly and time-consuming. Speech analytics is a game-changer. 

The Power of Small Data View
February 17, 2014

1to1 Media - While most professionals are fixated on Big Data and the insight such intelligence offers, many neglect the meaning behind day-to-day interactions and the type of impact this granular information has on the organization's approach to customer experience.

Bringing it Back Together in 2014 View
January 15, 2014

ICMI - Mariann McDonagh, inContact CMO, notes on the need for a more personalized customer experience. “As a customer, one personalized proactive experience can completely transform your perception. It transforms the relationship between a brand and the consumer.”

7 CRM Trends for 2014 View
January 06, 2014

Enterprise Apps Today - Mobile CRM, which has been gaining momentum for quite some time, is a trend that will only get hotter in 2014, experts predict. 

The Many Sides Of A Multifaceted CMO View
January 02, 2014

CMO: Marketing is exceedingly more than that pretty bow. And it’s up to us, as CMOs, to exploit marketing’s true power. ​

SAAS Crosses Above Key Moving Average Level View
December 20, 2013

Forbes: In trading on Wednesday, shares of inContact, Inc. (NASD: SAAS) crossed above their 200 day moving average of $7.94, changing hands as high as $7.98 per share.

Video analytics startup Vidyard could list within two years View
December 20, 2013

Reuters, Canada: When InContact Inc, a provider of internet-based call center services, wanted to gauge the success of its video marketing campaign, it turned to Canadian video analytics startup Vidyard.​

The Changing Face of the Contact Center View
December 20, 2013

Telecom Ramblings: For most consumers, the ‘voice’ of a brand is the customer service associate that they interact with either in the store or through the company’s contact center operations, typically accessed either by calling a toll-free number or virtually through a website’s chat function.

2014 Will Be The Year Of The ___: Marketing Leaders Fill In The Blank View
December 20, 2013

CMO: CMO.com spends a great deal of time keeping on top of what's ahead for marketers. But who better to answer this question for the new year than those leading marketers, themselves?​

Could your contact centre benefit from being in the cloud? View
December 20, 2013

Contact Centre Helper, The UK's Most Popular Contact Centre Magazine: Cloud enables UK organisations to deliver customer service in ways that would not be possible using on-premise solutions without significant organisational upheaval and financial cost. ​

inContact Adds Verint Speech Analytics to Cloud Contact Center Solution View
December 06, 2013

​Speech Technology News: inContact, a provider of cloud contact center software and contact center optimization tools, has added speech analytics capabilities from Verint Systems to its platform.

Out with the Old: What’s New for Customer Experience in 2014 View
December 02, 2013

1to1 Media: Though the year may be coming to an end, brands and businesses are just beginning to implement new customer experience strategies as they work to differentiate their sales, service, social, and marketing offerings.

Preserving the Human Element of Quality Customer Service View
November 11, 2013

1to1 Media: Technology has become an unavoidable component in helping to deliver quality customer service, yet companies still must maintain a humanistic approach in order to preserve the personalized experiences that cultivate satisfaction and loyalty.

Tablets Gear Up For Corporate Users (And Vice Versa) View
October 29, 2013

Forbes: A new front is opening in the tablet wars: the battle for the office worker.

Did THAT Just Happen? Up Close and Personal with United Customer Service View
October 17, 2013

ICMI: “There is a huge misconception in the multichannel world that the personal connection is no longer necessary,” says Mariann McDonagh, CMO for inContact. “WRONG! Just because you give a customer every channel they want, doesn’t mean that they also don’t want to talk to a real person now and again.”​

Walk in an Agent's Shoes View
October 17, 2013

1to1 Media: Last week, I had the good fortune to moderate a panel discussion on creating memorable customer experiences at inContact's annual user conference, ICUC 2013.

Head in the Cloud: Emphasizing Customer Service in the Era of Cloud Computing View
October 16, 2013

1to1 Media: Though cloud-based technology has been part of the enterprise for nearly a decade, today’s tools offer simple solutions that allow organizations to bridge internal gaps, gather consumer insight, and boost the omnichannel experience.

Everyone has the cloud, but how are you using it? View
October 14, 2013

IAOP: Nick Carr's controversial essay "IT Doesn't Matter" claimed that IT - just as railroads and electricity - will ultimately become a commodity accessible to all.

inContact 13.2 Helps Agents Make a Personal Connection View
October 07, 2013

CRMBuyerA pacing engine algorithm included in the new software is designed to maximize agent efficiency and minimize abandoned calls.

5 Ways CMOs Can Expand Their Influence And Impact View
October 06, 2013
CMO.com: The CMO's average tenure has almost doubled during the past nine years. But it’s still much shorter than that of the CEO and CIO.
inContact Delivers a Personal Connection View
September 19, 2013

No Jitter: A new release, based on patented technology, is like "progressive and predictive dialing had a baby."

inContact's Newest Release for Customer Service Engagement is Personal View
September 19, 2013

CMSWire: Customer engagement centers, contact centers, call centers. Whatever your organization calls them, there are requirements for a successful one.

Technology that Improves the Customer Experience and Boosts Efficiency View
September 19, 2013

1to1 Media: Over the years there have been quite a few technologies that have emerged that have offered the double threat of strengthening the customer experience while improving operational efficiency.

A Story About the Benefits of Proactive Customer Service View
September 13, 2013

Forbes: Earlier this week I wrote Customers Want Companies To Be Proactive When It Comes to Customer Service on the back of a chat I recently had with Mariann McDonaugh, the Chief Marketing Officer, of inContact.

Predictive Dialer Pause Puts Off Otherwise Responsive Customers View
September 12, 2013

BizReport: Brand new research reveals the majority of customers are happy for companies to contact them by telephone and many will answer calls from unfamiliar numbers, but the same research reveals the extent to which the dreaded predictive dialer pause causes amenable consumers to hang up and feel unvalued.

Customers Crave Proactive Customer Service View
September 12, 2013

1to1 Media: For today's consumer, automated and unsolicited phone calls have evolved into an expected nuisance.

Your Agents Play a Pivotal Role in a High Octane VoC Program View
September 09, 2013

ICMI: Treat every call as a one-time opportunity for you to demonstrate that you understand the needs of your customer. If you don't measure up, they'll take their business elsewhere.

Customers Want Companies To Be Proactive When It Comes to Customer Service View
September 09, 2013

Adrian Swinscoe: Last week, I had the pleasure of chatting to Mariann McDonagh, the Chief Marketing Officer, of inContact about the results of their July 2013 customer service survey. What I found interesting about this survey was that they were examining how customers react when contacted 'proactively' by companies.

Are All Customers Created Equal? Their Real Monetary Value and Why It Matters View
September 06, 2013

Wired, Innovation Insights: Companies like to say that all customers are treated equally, but is this really the case? Perhaps the more appropriate question is whether they should be seen as equal.

Getting to Know Your Customers Through Data View
August 08, 2013

Wired, Innovation Insights: Companies of all sizes are struggling to keep up with rapid changes in consumer expectations.

CMOs' Next Role: Chief Growth Officer View
August 01, 2013

CMO: Today, we chief marketing officers have the choice to grow ourselves, our teams, and our businesses. There's a window of opportunity for CMOs to step up and out beyond our so-called limitations and our own comfort zones.

Cloud Centers Pave the Way for Call Center Growth View
July 03, 2013

CIO: When Ray Valentine first started managing technology for major call center providers 20 years ago, you had do everything yourself. "I came up through the old, big, Avaya premise-based heavy iron solutions," Valentine says.

First Rule of Cloud Club: Don't Talk About Cloud Club View
July 03, 2013

Wired, Innovation Insights: "The Cloud" has been the term du jour for the past 12-24 months. Software business people who've been using "it" as a techology delivery model for a while feel redeemed that the rest of the word finally sees its virtues...

 

Why Projects Fail: A Simple Model for Project Teams View
June 18, 2013

Wired, Innovation Insights: It's common wisdom that a trio of dimensions make up the context of business problems today: people, process, and product or technology. I have a slightly different take...

4 People Who Will Derail Your Next Meeting View
June 04, 2013

Wired, Innovation Insights: Have you ever wondered why meetings with so many people around the table frequently leave you with a feeling that little was accomplished?

CMO Wake-Up Call: Actionable Insights Await In The Contact Center View
May 28, 2013

CMO.com: Each time a customer communicates with your contact center, it’s safe to say they expect to be heard. Unfortunately, many marketers simply overlook this critical source of customer feedback.

Four Predictions for the Contact Center of the Near Future View
May 17, 2013

Wired, Innovation Insights: What's in store for contact centers?

PCI DSS Compliance: The Promise and The Peril of Data-Rich Call Centers View
May 17, 2013

Connections Magazine: What you need to know about PCI compliance and protecting customer data in the cloud contact center.

Reaching the Holy Grail of Context: Mobile Customer Experience View
May 13, 2013

Wired, Innovation Insights: Implement mobile strategies that reflect the growing trends expectations of consumers.

5 Ways Contact Centers Can Improve Marketing Performance View
May 07, 2013

eMarketing and Commerce: Bridging the gap between marketing and contact center with voice-of-the-customer.

2 Simple Steps to Improved Customer Loyalty View
April 23, 2013

Business2Community: Service and experience critical to loyalty.

CMO Alert: Brand Loyalty In Danger Of Extinction View
April 23, 2013

CMO.com: Don’t look now, but that brand loyalty we worked so hard for could easily slip away.

5 Best Practices for Adding Customer Communication Channels View
April 15, 2013

eM+C: Offering a variety of communication channels in addition to a 1-800 number isn't a nice to have, it's a must.

Why Customer Service Needs the Cloud View
April 01, 2013

Wired, Innovation Insights: Cloud technology is built for innovation to help companies respond to customer service demands.

Organizations Struggle to Build Customer Loyalty View
March 28, 2013

CIO Insight: Technology has empowered customers with more information than ever—for better and worse. 

Free Tax Filing Online Helps Low-Income Citizens View
March 22, 2013

Government Technology: United Way Worldwide partnered with InContact to support 5 contact centers providing 211 customer service assistance for tax filers.

America's 100 Most Trustworthy Companies View
March 20, 2013

Forbes: inContact listed as one of America's most trusted companies.

inContact Adds Social Interaction Management to Queue Technology View
March 20, 2013

Information Management:Contact center software provider inContact Inc. announced that its recently launched cloud universal queue will be expanded with the availability of social customer care channels from partner SoCoCare.

Where’s My Tax Refund? View
March 20, 2013

Government Technology: inContact customer United Way Worldwide, in partnership with the National Disability Institute and Goodwill, is behind MyFreeTaxes.com, which provides free assistance for low-income Americans in filing state and federal tax returns.
 

Customer Contact Key To Loyalty View
March 20, 2013

MediaPost: More than half of U.S. adults said they would consider switching to another brand or company for service if they were offered more channels to connect with the brand.

Brand Loyalty Trumped by Customized Customer Service View
March 20, 2013

BizReport: Brand loyalty is being trumped by customized customer service experiences, according to a new consumer survey by inContact and Harris Interactive.

Demand for Tailored Customer Experiences Puts Brand Loyalty at Risk View
March 20, 2013

CMSWire: Consumers want what they want when they want it, and if your company can’t meet their needs when they’re ready to pay for it, brand loyalty isn't going to sway them.

Serving the Self-Service Customer View
March 04, 2013

1to1 Media In Action Series: Discover effective ways to develop customer-centric self-service strategies along with tips for avoiding potential minefields.

Network World's Products of the Week View
March 04, 2013

Network World: inContact Cloud Contact Center Software is highlighted.

New Cloud Platform from inContact Focuses on Changing Customer Service View
March 04, 2013

Call Center Times: Mariann McDonagh, CMO, discusses new additions to 13.1 product release.

inContact's New Cloud Contact Center Software Harmonizes Operations for Improved... View
March 04, 2013

TMCnet: Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model...

inContact New Release of Cloud Contact Center Software is Designed to Create... View
March 04, 2013

inContact Senior Product Marketing Manager Madelyn Gengelbach analogized the improvements to installing a new high-tech kitchen and then tweaking the appliances to further enhance the results.

inContact Updates Contact Center Platform, Gives Unified View of Customer... View
March 04, 2013

The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used.

inContact Releases New Version of Cloud Contact Center Software View
March 04, 2013

The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.

inContact Cloud Contact Center Expands with Universal Queue View
March 04, 2013

Cloud contact center software provider inContact has launched a new version of its product that provides contact center agents with expanded capabilities, including a universal queue and an API-driven partner ecosystem.

For call centers, offshoring is a double-edged sword View
February 20, 2013

Call-center operations move about to save money — but there is a price to be paid.

It's Always the Quiet Ones View
February 20, 2013

Bursty Work and Millennials: A Perfect Match View
February 19, 2013

Our CMO, Mariann McDonagh, discusses how the Millennial generation impacts the contact center.

Allowing the Voice of the Customer to Guide Business View
October 04, 2012

Call Center Times, October 4, 2012

‘Wind Tsunami’ Tests Public Information Call Centers View
September 07, 2012

Emergency Management, September 6, 2012

Three Things Every Software Investor Should Know View
September 05, 2012

Forbes, August 23, 2012

Unlocking Customer Loyalty in a Multichannel World View
September 05, 2012

1to1 Media, August 31, 2012

Virginia 211 Stays Online During Outage with Cloud View
September 05, 2012

CivSource, August 23, 2012

The Future of Customer Service: Industry Game Changers View
August 14, 2012

ICMI, August 13, 2012

5 Ways to Make the Contact Center a Strategic Growth Engine View
July 25, 2012

ICMI, July 23, 2012

Culture: Why Microsoft, Oracle and SAP won't succeed in the Cloud (and the contact center industry will also #fail) View
July 19, 2012

Customer Think, July 19, 2012

inContact: Multi-Channel, Self-Service Gain Importance as Customer Patience Shrinks View
July 11, 2012

TMCnet, July 10, 2012

BPO Agents Play Demanding Role View
July 09, 2012

Manila Bulletin, July 6, 2012

Benchmark Reiterates a 'Buy' on inContact (SAAS); Sell-Off Creates Buying Opportunity View
June 19, 2012

StreetInsider.com, June 19, 2012

The Contact Center of the Future View
June 18, 2012

CRM Advocate, June 2012

Why CXM Is the Next Step in Customer Interaction View
June 14, 2012

CIO, June 13, 2012

Addressing the Home-Based Agents Conundrum View
June 03, 2012

1to1 Media, June 4, 2012

BPO Needs Disaster Recovery Plan View
May 15, 2012

Manila Bulletin, May 13, 2012

BPO Expert Cites Need For Disaster Recovery Program View
May 15, 2012

The Phillippine Star, May 14, 2012

The Virtual Call Center: What's New in AI, At-Home Agent and Cloud-Based Offers View
May 01, 2012

Customer Interaction Solutions, May 2012

WFM Solutions May Be More Beneficial & Attainable Than You Think View
May 01, 2012

Customer Interaction Solutions, May 2012

Only 35% of BPO firms have disaster recovery program View
April 13, 2012

Zambo Times, April 13, 2012

inContact Smooths the Way for Better Customer Interactions View
April 09, 2012

E-Commerce Times, April 9, 2012

inContact Refreshes Cloud Contact Center Software View
April 06, 2012

Enterprise Apps Today, April 6, 2012

Cloud Platform Improves Workflow, Joint SaaS Intiative, Microsoft Lync-Compatible Software, ACD Mobile Agent Phone Login View
April 04, 2012

ICMI, April 4, 2012

inContact Extends Award-Winning Cloud Platform View
April 03, 2012

CRMAdvocate, April 3, 2012

inContact Extends Award-Winning Cloud Platform View
April 03, 2012

TMCnet, April 3, 2012

inContact extends its cloud platform View
April 03, 2012

DestinationCRM.com, April 3, 2012

inContact Adds Capabilities to Contact-Center Software View
April 03, 2012

DestinationCRM.com, April 3, 2012

Case in Brief: CarSafe Revs up Its Contact Center Interactions View
February 28, 2012

1to1, February 28, 2012

Verizon Offers Call Center Solution View
January 18, 2012

Manilla Bulletin, January 17, 2012

Siemens Looks Back and Forward View
December 16, 2011

Comms Business, December 16, 2011

5 Ways organizations can deliver great customer service to 1 or 100 callers per hour View
December 15, 2011

1to1 Media, December 15, 2011

Call Center Outsourcing: ECSI in Pact with inContact to Support Call Centers View
December 02, 2011

TMCnet, December 2, 2011

Problem Solved Tour View
November 28, 2011

Manilla Bulletin, November 28, 2011

Problem Solved Tour3 View
November 27, 2011

Peoples Tonight, November 27, 2011

Problem Solved Tour View
November 26, 2011

The Daily Tribune, November 26, 2011

Verizon Service Blends Call Center, Customer Service View
November 23, 2011

InformationWeek, November 23, 2011

Is Your IVR Naughty or Nice? View
November 21, 2011

Call Center Times, Nov. 21, 2011

Verizon Selects inContact for Cloud-Based Support View
November 21, 2011

Destination CRM, November 21, 2011

Verizon adds new contact center partner View
November 18, 2011

NetworkWorld, Nov. 18, 2011

Verizon, inContact partner to offer cloud-based services View
November 18, 2011

Telecom Paper, November 18, 2011

Verizon Teams With inContact to Deliver New Cloud-Based Customer Care Solutions View
November 17, 2011

Contact Center World, November 17, 2011

Verizon to White Label inContact's Hosted Call Center Solution View
November 17, 2011

TMCnet, November 17, 2011

Verizon, inContact partner on cloud-based contact center service View
November 17, 2011

Connected Planet, November 17, 2011

The Case for Proactive Customer Communications View
October 31, 2011

crmadvocate.com, October 31, 2011

inContact, Verint Collaborate to Deliver Workforce Optimization in the Cloud View
October 26, 2011

TMCnet, October 26, 2011

Workforce Optimization Suite Goes To The Cloud View
October 26, 2011

information-management.com, October 26, 2011

Siemens launches cloud call centre at Call Centre Expo View
October 12, 2011

Callcentre.co.uk, October 9, 2011

Siemens launches OpenScape Cloud Contact Center Services View
October 12, 2011

CommsDealer.com, October 9, 2011

Siemens Enterprise Communications launches OpenScape Cloud Contact Center Services in the UK View
October 12, 2011

CallCenterClinic.com, October 9, 2011

The New Math of Contact Center Success View
September 29, 2011

The 1to1 Blog, September 29, 2011

Every Customer Has Opinions. Are You Listening? View
September 15, 2011

CRM Advocate, September 15, 2011

Speaking on Business View
September 08, 2011

KSL Radio, September 8, 2011

Getting More Bang for Your At-Home Buck View
September 08, 2011

1to1 Media Blog, September 8, 2011

Carrier-Based Call Centers More Cost-Effective View
August 28, 2011

Business Mirror, August 28, 2011

inContact, Bayantel in Strategic Partnership View
August 04, 2011

Manila Bulletin, August 4, 2011

At Contact Center Convention and Expo View
August 04, 2011

Manila Bulletin, August 4, 2011

Cloud Computing Giant, Bayantel in BPO Tie-Up View
August 03, 2011

The Daily Tribune, August 3, 2011

Call Center Briefing View
August 03, 2011

Manila Standard Today, August 3, 2011

Bayan, inContact Ink Tie-Up View
August 03, 2011

Business Mirror, August 3, 2011

Expert to Talk About Call Center View
August 01, 2011

The Manila Times, August 1, 2011

Call center expert to discuss breakthrough technology during CCAP summit View
July 19, 2011

Manila Bulletin, July 19, 2011

Hoffman's Hot Seat: Differentiate through Superior Customer Support View
July 12, 2011

1to1 Blog, July 12, 2011

Seimens Enterprise takes equity position in inContact View
July 11, 2011

The Manila Times, July 11, 2011

inContact Ramps Up Local Operations View
July 11, 2011

Manila Bulletin, July 11, 2011

inContact Ramps Up Local Operations View
July 11, 2011

Manila Bulletin, July 11, 2011

Call Centers Can Cut Costs by Using Cloud-Based Solutions View
July 11, 2011

The Philippine Star, July 11, 2011

Call Centers Can Cut Costs by Using Cloud-Based Solutions View
July 11, 2011

The Philippine Star, July 11, 2011

Setting the At-Home Service Standard View
July 11, 2011

1to1 Magazine, July 11, 2011

Siemens Invests in InContact View
July 11, 2011

Commuter Express, July 11, 2011

Call Centers Slow in Moving to Cloud View
July 11, 2011

Business Mirror, July 11, 2011

Siemens Enterprise Communications Invests in InContact View
July 09, 2011

Peoples Journal Tonight, July 9, 2011

Siemens Enterprise Takes Equity Position in InContact View
July 09, 2011

The Manila Times, July 9, 2011

The Hosting Experience View
July 01, 2011

TMCnet, July 01, 2011

Weighing the Costs of the Cloud View
June 30, 2011

Contact Professional, June 30, 2011

IT-BPO Industry Join inContact Opening View
June 28, 2011

Business Mirror, June 28, 2011

Call Center In The Cloud: Cheaper And Simpler View
June 22, 2011

InformationWeek, June 22, 2011

inContact and Siemens Enterprise Communications Working the Contact Center in the Cloud View
June 22, 2011

Ventana Research blog, June 22, 2011

inContact Announces New Relationship View
June 17, 2011

Utah Business, June 17, 2011

inContact/Siemens Partnership Changes the Cloud, UC/BCS Market View
June 16, 2011

TMCnet, June 16, 2011

inContact, Siemens Sign Strategic Deal View
June 16, 2011

Channel Partners, June 16, 2011

Utah’s inContact inks deal with Germany’s Siemens View
June 16, 2011

The Salt Lake Tribune, June 16, 2011

Call Centers Save More with Cloud-based Technology View
June 16, 2011

Malaya, June 16, 2011

Call Centers Save More with Cloud-based Technology View
June 16, 2011

Malaya Online, June 16, 2011

Call Centers Can Lower Cost with Cloud-based Technology-report View
June 12, 2011

Manila Bulletin, June 12, 2011

InContact Enhances Contact Center in the Cloud View
June 08, 2011

Ventana Research Blog, June 8, 2011

Industry Execs Join Launch of InContact Asia-Pacific Philippine View
June 06, 2011

Manila Bulletin, June 6, 2011

Industry Execs Join Launch of InContact Asia-Pacific Philippine View
June 06, 2011

Manila Bulletin, June 6, 2011

Calculating Total Cost for Cloud Contact Centers View
June 01, 2011

Channel Partners, June 2011

The IP Switch View
June 01, 2011

TMCnet, June 01, 2011

ExtremeTix's Well-Timed Disaster Response View
June 01, 2011

TMCnet, June 01, 2011

Call centers in the cloud: A new model emerges View
May 31, 2011

CRMInnovation, May 31, 2011

Beware: Your Contact Center Just Got Promoted View
May 26, 2011

CRMAdvocate, May 26, 2011

Are You Prepared for the Customer Service Perfect Storm? View
May 26, 2011

1to1 Blog, May 26, 2011

Benchmark Reiterates Buy and PT of $5 on inContact View
May 26, 2011

Benzinga, May 26, 2011

Reaching Out to Your Customers: Six Steps to Proactive Communications View
May 17, 2011

Contact Professional, May 17, 2011

Cloud-Based Contact Centers Provide Better Value than Premise-Based Offerings: Report View
May 05, 2011

eWeek, May 5, 2011

Contact Centers can Save as Much as 43 Percent by Using Cloud-Based Services View
May 04, 2011

TMCnet.com, May 3, 2011

It’s Time for the Contact Center To Change View
May 03, 2011

Ventana Research Blog, May 3, 2011

Customer Service Moves to the Cloud View
April 29, 2011

The Motley Fool, April 29, 2011

inContact Taps IP-Coverage for Cloud Hosting Services View
April 25, 2011

Manila Bulletin, April 25, 2011

inContact Taps IP-Coverage for Cloud Hosting Services View
April 25, 2011

Manila Bulletin, April 25, 2011

inContact Taps IP-Converge for Cloud Hosting Services View
April 22, 2011

Manila Bulletin Online, April 25, 2011

inContact Taps IP-Converge for Cloud Hosting Services View
April 22, 2011

Malaya Online, April 13, 2011

inContact Taps IP-Converge for Cloud Hosting Services View
April 22, 2011

Malaya, April 13, 2011

inContact Signs Deal with IP-Converge View
April 20, 2011

BusinessWorld, April 20, 2011

Leading Cloud-Based Solutions Provider inContact Opens Asia Pacific Headquarters in the Phil. View
April 10, 2011

Manila Bulletin, April 10, 2011

inContact Opens Asia Pacific Headquarters in the Phillipines View
April 04, 2011

Manila Bulletin, April 4, 2011

The Cloud Ascendancy View
April 01, 2011

TMCnet, April 01, 2011

Goodbye to the Box: The Rise of Hosted Call Center Infrastructure View
March 24, 2011

ICMI, March 23, 2011

inContact opens Asia Pacific headquarters in Fort Bonifacio View
March 24, 2011

Manila Bulletin, March 18, 2011

BPOs Confident of Redundant System vs. Earthquake Damage View
March 24, 2011

ABS-CBNNews.com, March 18, 2011

Call Center Software Maker Opens AsiaPac HQ in PH View
March 24, 2011

Newsbytes.ph, March 17, 2011

inContact opens Asia Pacific headquarters in Fort Bonifacio View
March 24, 2011

Manila Bulletin Online, March 18, 2011

inContact opens Asia Pacific headquarters in Fort Bonifacio View
March 24, 2011

Manila Bulletin, March 18, 2011

BPOs Confident of Redundant System vs. Earthquake Damage View
March 24, 2011

Business Mirror Online, March 18-19, 2011

BPOs Confident of Redundant System vs. Earthquake Damage View
March 24, 2011

Business Mirror, March 18-19, 2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

Manila Times, March 17, 2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

The Manila Times Online, March 17, 2011

Call Center Sets Up Shop View
March 24, 2011

BusinessWorld, March 17, 2011

BPOs Confident of Redundant System vs. Earthquake Damage View
March 24, 2011

ABS-CBNnews.com, March 18, 2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

The Manila Times.net, March 24, 2011

Call Center Software Maker Opens AsiaPac HQ in PH View
March 24, 2011

Newsbytes, March 17,  2011

5 IVR Mistakes That Can Damage a Brand View
March 17, 2011

1to1 Blog, March 17, 2011

Newspaper Publisher Takes to the Cloud View
March 15, 2011

Call Centre Europe, March 2010

inContact Provides Flexible, User-friendly Applications for Call Centers View
March 14, 2011

YeHey!, March 07, 2011

User-friendly, Cloud Application for Call Centers View
March 14, 2011

Malaya, March 10, 2011

Experts Sees More SaaS Users in 2013 View
March 01, 2011

Yehey!, March 16, 2011

Experts Sees More SaaS Users in 2013 View
March 01, 2011

Computerworld Philippines Online, February 22, 2011

Call Center Urged to Cut Costs with Cloud-based Systems View
March 01, 2011

Newsbytes.ph, December 12, 2010

The New Way to Integrate CRM and Call Handling View
February 23, 2011

CRMAdvocate, February 2011

Research firm sees rise in adopting cloud-based services View
February 22, 2011

Manila Bulletin, February 21, 2011

SaaS market to increase to $10.7 billion in 2011 View
February 18, 2011

Malaya, February 16, 2011

Answering The Call — And Quickly View
February 14, 2011

Credit Union Journal, February 14, 2011

Research Firm Sees Rise in Companies Adopting Cloud-based Services View
February 14, 2011

Yehey!, February 15, 2011

Research Firm Sees Rise in Companies Adopting Cloud-based Services View
February 14, 2011

Computerworld Philippines Online, February 08, 2011

Research Firm Sees Rise in Companies Adopting Cloud-based Services View
February 14, 2011

Malaya, February 14, 2011

Rise In Companies Adopting Cloud-based Services Observed View
February 14, 2011

Business Mirror, February 14, 2011

inContact Advises Call Centers to Cut Costs View
February 04, 2011

Malaya, February 04-05, 2011

inContact Announces Johnston Press as New Multisite Customer in Europe View
January 13, 2011

DestinationCRM.com, January 7, 2011

Boom in Software-as-a-Service to Generate $10.7-B Revenue Worldwide View
January 13, 2011

The Phillipines Star Online, February 13, 2011

Selling Cloud Services: How Much Do You Really Need to Know? View
January 12, 2011

Channel Partners, January 12, 2011

Web Site Unveiled View
January 12, 2011

Business World, January 12, 2011

Software Provider Launches New Website View
January 10, 2011

Newsbytes.ph, January 10, 2010

Software Provider Launches New Website View
January 10, 2011

Newsbytes.ph, January 10, 2011

Software Provider Launches New Website View
January 10, 2011

Malaya, January 12, 2011

Using Social Media to (Finally!) Link Contact Centers and Business Departments View
December 28, 2010

The 1to1 Blog, December 28, 2010

Cloud-based Systems to Cut Costs Offered View
December 22, 2010

December 22, 2010, BusinessWorld

PH Seen to Stay No. 1 in Call-center Industry View
December 15, 2010

Philippine Daily Inquirer Online, December 15, 2010

Call Centers Urged to Cut Costs with Cloud-based Systems View
December 12, 2010

Newsbytes.ph, December 12, 2010

The Contact Center Side of Dreamforce View
December 10, 2010

No Jitter, December 10, 2010

Software Firm: Cloud Computing Can Help Call Centers Cut Costs View
December 06, 2010

GMAnews.tv, December 06, 2010

10 Reasons for Outsourcers to Outsource Call Center Equipment View
December 02, 2010

Contact Professional, December 2, 2010

From Irritating to Interactive: Creating a Customer-Centric IVR Experience View
December 01, 2010

CRMXchange, December 1, 2010

inContact Provides Contact Center in the Cloud View
November 27, 2010

Ventana Research, November 27, 2010

inContact increases agent efficiency of call center firm View
November 23, 2010

Team YEHEY Blog, November 23, 2010

Software helps increase call center efficiency View
November 19, 2010

Business Mirror, November 19-20, 2010

Agent efficiency cited View
November 18, 2010

BusinessWorld, November 18, 2010

Software solutions enable better agent training for top call centers View
November 17, 2010

Malaya, November 17, 2010

inContact boosts Sitel’s agent rating View
November 14, 2010

The Philippine Star, November 14, 2010

Sitel Reports Rapid Results with HomeShore eTraining Solutions View
October 28, 2010
American BPO to hire more agents using ‘work-at-home’ model View
October 04, 2010

The Manila Times, October 4, 2010

Cloud-based call center software provider expands in RP View
October 04, 2010

Manila Bulletin, October 4, 2010

Call center software firm brings cloud solution to RP View
October 03, 2010

Newsbytes.ph, October 3, 2010

Call center solutions provider expands RP unit View
October 02, 2010

The Philippine Star, October 2, 2010

inContact Top Official Bares Call Center and Software Firm's Expansion in RP View
October 02, 2010

Balita.ph, October 1, 2010

New BPO Center Opens View
October 02, 2010

Balita.ph, October 2, 2010

When help comes from the clouds View
October 01, 2010

Contact Management, September / October 2010

BPO service provider opens RP unit View
October 01, 2010

The Manila Times, October 1, 2010

inContact says RP operations account for 18% of earnings View
October 01, 2010

Business Mirror, October 1, 2010

Call center software firm pushes 'cloud' system View
October 01, 2010

Business World, October 1, 2010

inContact Executive Interview View
October 01, 2010

CRMXchange, October 2010

inContact to Open Office in Manila View
September 30, 2010

TMCnet, September 30, 2010

Alameda Alliance for Health Implements inContact Call Center Solution View
September 15, 2010

ContactCenterWorld.com, September 15, 2010

Home Agents, Happier Customers? View
September 10, 2010

1to1 Magazine, August 23, 2010

Who's Buying Hosted Contact Center? View
August 10, 2010

PHONE+, August 2010

Best-of-Breed WFM Solution Now Available to Companies of All Sizes View
August 10, 2010

Utah Business, August 10, 2010

inContact interview at the CRM Evolution show View
August 05, 2010

BnetTV, August 5, 2010

inContact Partners with Verint Systems View
August 04, 2010

Computer Business Review, August 4, 2010

inContact Partners with Verint Systems View
August 04, 2010

Contact Center World, August 2, 2010

inContact Partners with Verint Systems View
August 04, 2010

Destination CRM, December 3, 2010

inContact Adds Verint’s Workforce Management Solution to Cloud Offering View
August 03, 2010

Phone+, August 3, 2010

inContact Partners with Verint Systems to Provide Cloud-Based Workforce Management Solution View
August 02, 2010

Call Center Times, August 2, 2010

Partnership Formed Between inContact and Verint to Deliver WFM in the Cloud View
August 02, 2010

TMCnet, August 2, 2010

Will Cloud Computing Finally Bring Innovation to the Contact Center? View
July 30, 2010

Ventana Research blog, July 30, 2010

inContact Cloud-based Call Center Platform Deployed by Canvas on Demand View
June 30, 2010

TMCnet, June 30, 2010

inContact Sees Good Prospects for Philippine Hub Operations View
June 11, 2010

Business Mirror, June 11, 2010

CFO of the Year View
June 01, 2010

Utah Business, June 2010

The Rise of the "Universal" Agent View
April 05, 2010

1to1 Magazine, April 5, 2010

For a Happy Customer, Please Press 1 View
March 24, 2010

DestinationCRM.com, March 24, 2010

How to Improve Customer Service View
March 24, 2010

FOX Business, March 24, 2010

CEO of the Year View
March 01, 2010

Utah Business, March 2010

Excellent Hosts View
March 01, 2010

Customer Interaction Solutions, March 2010

Firms Adopting Cloud-based Services Seen to Rise --- study View
February 04, 2010

BusinessWorld, February 04-05, 2011

20 Coolest Cloud Productivity App Vendors View
February 01, 2010

CRN Magazine, February 2010

211 San Diego Speeds Service with inContact's Hosted Call Center Platform View
January 12, 2010

TMCnet, January 12, 2010