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

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  • Salt Lake City
  • Columbus
  • London
  • Philippines

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Company Overview
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Are Businesses Overconfident in Their Omnichannel Customer Experience? Survey Says Yes View
November 06, 2017
ICMI - Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., channel), they choose. Many businesses have begun to deploy a strategy to meet these omnichannel customer service demands, and in doing so, believe that they are delivering an excellent service experience.
Your Customer Service Isn’t As Good As You Think It Is View
October 08, 2017
Forbes - ​Company leaders think their customer service is better than it is. According to a NICE inContact study, consumers rated customer service 17% lower on average than businesses rated their own success in meeting customer needs. “Less than half of consumers are satisfied with their experience, whereas more than half of businesses say they are doing well,” the study found. Shep Hyken provides his view.
Troubleshooting Schedule Anomalies View
September 07, 2017
ICMI - ​It’s not always clear why a schedule goes wrong or why some agents get schedules and others don’t.  Troubleshooting a schedule run is a similar process no matter which WFM application is being used. This article offers steps on troubleshooting schedules in a WFM application when things don’t go as expected.
3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers View
August 30, 2017
Contact Center Pipeline - ​According to a recent inContact survey, the majority of millennials are highly likely to turn their backs on a company after just one poor customer service experience. This means that contact centers face increasing pressure to deliver a seamless, positive experience—every touch of every customer. Failure to do so may likely result in losing that customer forever—with the added possibility that customer experience “miss” is shared via social media, compounding your troubles by turning away other potential customers. It is critical that contact centers take a hard look at their customer experience strategy to ensure they are hitting the right criteria to meet millennial expectations.
Millennials Want to be Treated as People, Not a Case Number View
August 28, 2017
ICMI - ​Only a few years ago, the customer service journey was linear. If a customer needed additional information or help with an issue, they’d call a dedicated number, and the customer service representative on the other end would guide them from there. Today, that line has become a web. As the customer experience has evolved to include additional channels such as email, social media, online chat and mobile apps, businesses have been forced to rethink their infrastructure to not only allow for the integration of new channels, but that relevant information and data can flow easily between them.
RingCentral Integrates Contact Center and Unified Communications View
August 21, 2017
Ventana Research - ​Customer engagement is undergoing its biggest transformation in decades. Consumers now use a significantly greater number and variety of channels to engage with organizations – everything from phone, email and the corporate website to social media, text messaging, chat, mobile apps and video. This is forcing organizations to change in order not to miss out on business opportunities.
Grab the Remote: Time to Change the (omni)channel View
August 10, 2017
ICMI - ​A live agent should be well equipped to handle the situation and ease customer frustrations, but what if the customer isn’t speaking to a live agent? What happens when these emotions run high during an email or social media exchange? Customers want to be in control of the channel they use to initiate service, and customer service leaders are under constant pressure to ‘deflect’ as many interactions as possible to low-cost channels. 
NICE InContact Introduces CXone Contact Centre Platform View
August 01, 2017
Contact Centres - ​CXone is a fully-integrated and open cloud contact centre platform combining the industry’s leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence. The world’s No. 1 cloud customer experience platform is here. NICE have announced today the launch of NICE inContact CXone™, the cloud platform that empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations.
CXone: Cloud Powered, Contact Center Approved View
August 01, 2017
Contact Center Solutions - ​The customer is king; now making them feel this way can prove more challenging than originally expected. Riding the wave of innovation in artificial intelligence, automation, analytics and workforce optimization this herculean task is far more manageable. And, a new cloud-based contact center solution is set to deliver an all-in-one customer experience platform.
5 Hot #Trends Impacting Contact Centers View
August 01, 2017
Contact Center Pipeline - A mid-year look at five “hot” topics that have been generating a lot of buzz in the press and on social media in recent months. Chris Bauserman is among the industry thought leaders interviewed for their insights on why these issues are worth exploring now, how they will affect your operation, what actions you can take to prepare your center, staff and company, and what to expect in these areas over the next year or two.
NICE inContact Introduces CXone View
July 31, 2017
Call Centre Helper - ​NICE has launched its NICE inContact CXone, the cloud platform that empowers organisations to provide an improved customer experience. CXone provides extensive functionality that meets the needs of organisations of all sizes by combining best-in-class omnichannel routing, workforce optimization, analytics, automation and Artificial Intelligence. ​CXone runs on AWS, utilising microservices, and is based on an open clo​ud-native foundation, which provides full elasticity, rapid turn up and unparalleled reliability. Furthermore, CXone includes hundreds of APIs and enables integrations with dozens of partner solutions as well as customer-specific extensions, creating a broad technology ecosystem that extends its capabilities.​
NICE inContact Introduces CXone – the World’s No. 1 Cloud Customer Experience Platform View
July 31, 2017
CustomerThink - ​The world’s No. 1 cloud customer experience platform is here. NICE (Nasdaq:NICE) announced today the launch of NICE inContact CXone™, the cloud platform that empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations.
NICE Launches NICE inContact CXone View
July 31, 2017
Smart Customer Service - ​“No matter what industry an organization is in, customer service is constantly being compared to other brands and industries. In today’s omnichannel era, this is largely fueled by customer reviews. This has potential for great upside, especially if an organization delivers great customer experience, but certainly means organizations need to focus on delivering exceptional service for every interaction,” says Chris Bauserman, vice president of segment and product marketing at NICE inContact.
NICE inContact Introduces CXone Platform View
July 31, 2017
Speech Technology - NICE inContact's announcement of NICE inContact CXone™ is reiterated in Speech Technology magazine: ​CXone also offers real-time interactions routing based on customer intent and employee persona, as well as real-time insight, employee guidance, and Real-Time Authentication.CXone runs on Amazon Web Services and is based on an open, cloud-native foundation. It includes more than 250 application programming interfaces (APIs) and enables integrations with 65 partner solutions as well as customer-specific extensions.
NICE inContact Update: The Story Behind CXone View
July 31, 2017
No Jitter - Sheila McGee-Smith offers her insight into the announcement of NICE inContact CXone​™, presenting a new unified platform delivering Ominchannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence. 
To Cloud or Not to Cloud-NICE Says Yes! View
July 26, 2017
Call Center Times - Dick Bucci, founder and chief analyst for Pelorus Associates, details the benefits for contact centers to move to the cloud and the commitment made by cloud providers. "​NICE’s approach makes sense on many levels.  First, no customer is forced to adopt the cloud before they are ready.  NICE will continue to support its on-premise portfolio while rounding out the EVOLVE product line with WFO applications specifically designed for cloud deployment.  inContact brings over 12 years of cloud experience in both R&D, infrastructure and services. For greenfield customers, or organizations looking to transition to the cloud for all their contact center infrastructure needs the proven inContact platform is an ideal route."
Less Than Half Of Consumers Satisfied With Email-Based Customer Service View
July 13, 2017
MediaPost - EmailMarketingDaily features inContact ​Customer Experience Transformation Benchmark Study 2017 and the realtionship between email customer support and satisfaction, and how companies are responding by offering in-app support.
CarrierSales Passes One Million Dollars in Monthly Billing with NICE/inContact View
July 11, 2017
CarrierSales - ​Utah-based CarrierSales, the leading master agency for strategic communications and cloud deployments, has surpassed monthly billings of one million dollars with NICE inContact. This recent news comes at the heels of earning the top master agent in 2016 and top sales partner, net-new business. 
Make Customer Experience a Differentiator - Regardless of What Business You’re In View
July 10, 2017
ICMI - ​We’ve all had at least one bad customer experience in our lifetime. If you’ve only had one – you’re among one of the very lucky few. Most of us have experienced the frustrations of poor, disjointed or slow customer service more times than we can count. For some services, it starts to feel like the norm – but it doesn’t have to be.
What Do Customers Want? Multiple Points Of Support Contact View
June 26, 2017

Inc.com - Customers are just not getting the quick customer service resolution they demand. That was one of the key findings of research commissioned by inContact, the leader in cloud contact center software.

Conducting Effective Quality Calibrations View
June 22, 2017
ICMI - Calibrations should be a part of any relevant quality program, but they are often overlooked or placed on a back burner. Regular calibrations ensure that everyone has the same understanding of what is being measured and validates that responses are consistent from everyone on the team.
Bad Customer Service? Most Consumers Will Dump Your Brand View
June 21, 2017
Business News Daily - Customer satisfaction is one of the most important determinants of brand loyalty. High-quality service can be the difference between a one-time buyer and a lifelong repeat customer.
How inContact is Redefining the Contact Center Customer Experience View
June 15, 2017
Voip Review - Chris Bauserman, the Vice President of Segment and Product Marketing at inContact, a global leader in cloud contact center software, shares with VoipReview.org why contact centers are crucial to delivering great customer experiences and highlights the various ways that inContact is helping organizations transform the customer experience into a business-driving competitive advantage.
FedRAMP Sponsors First Cloud Contact Center Solution for Government View
June 15, 2017

Workforce Optimization - If any organization required a boost in efficiency, it’s the United States government... Today, NICE inContact announced that it is the first cloud contact center provider to garner sponsorship for the Federal Risk and Authorization Management Program (FedRAMP).

Are We Overestimating Artificial Intelligence? View
June 15, 2017
CMS Wire - "The answer is in integrating AI with traditional, conversational communications customer experience. There is no replacement for empathy, and human interaction will always be a key element for a positive customer experience in the contact center." - Rajeev Shrivastava, CSO at inContact
Give Customers What They Want: Fast Action and Human Interaction View
May 31, 2017
ICMI - Eight out of ten of customers will consider switching to a competitor due to poor customer service. With the hype of artificial intelligence (AI) and other emerging technologies that help make customer service organizations more efficient, it can be easy to lose sight of what really matters: delivering a great customer experience at every opportunity.
Will AI Fantasies Live Up to the Hype? View
May 24, 2017
No Jitter - ​It's no surprise that investment in artificial intelligence (AI) technology is booming. Forrester recently reported that organizations leveraging AI, big data, and the Internet of Things (IoT) to mine useful insights will gain a massive competitive advantage against their peers. In fact, the report notes that these innovative companies "will steal $1.2 trillion per annum from their less informed peers by 2020."
inContact Illustrates Need for Omnichannel Excellence View
May 22, 2017
Workforce Optimization - The delivery of exceptional customer service today is a far cry from a few short years ago. To the growing presence of chatbots and AI, to improved call routing, training and technology overall, this is not your dad’s contact center. Underlining the struggle it can be to provide consistently positive experiences and deliver resolution time and time again is the “inContact Customer Experience Transformation Benchmark Study.”
The most effective ways to resolve customer issues (infographic) View
May 18, 2017
Customer Experience Insight – ​Customers will try to get help in just about any way you offer it to them. But one channel is still the most reliable (and probably needs the most attention). More than 80% of customers say when they speak to a person on the phone, their issues are resolved.
inContact and NICE: Smarter and Faster View
May 15, 2017
No Jitter - ​Smarter and faster was the theme of last week's user/partner/analyst conference by NICE and inContact, held just six months after completion of NICE's purchase of inContact in the fourth quarter of 2016. 
inContact Survey Reveals Customer Service Still a Challenge Across Channels View
May 04, 2017
Workforce Optimization - ​A glaring data point from the new "inContact Customer Experience Transformation Benchmark Study," reveals 8 in 10 consumers are willing to switch companies due to poor customer service; that is a whopping 80 percent. It goes without saying, organizations are still finding it a challenge to meet the needs of their customers across channels as more communication technologies become available to consumers. 
Study: Poor customer service pushes shoppers to switch brands View
May 02, 2017
BizReport - ​"To stay competitive, businesses today need to win every interaction with their customers. Cloud contact center technology enables companies to meet and exceed consumers' high expectations by deploying technology that enables seamless customer service, regardless of the channel," said Paul Jarman, CEO at inContact.
inContact Survey Shows IVR Least, Web Chat Most, Satisfactory Channels View
May 01, 2017
No Jitter - Satisfaction overall, the study shows, hovers at around 40% -- far from ideal. The title for this post is unusually long, but I chose it to make a point.  I tweeted a similar line on Thursday, April 27, based on an infographic . . . In just one day, this tweet became No. 2 on my Top Tweets list for April.
TechStyle Gets NICE with Its Employees View
May 01, 2017
DestinationCRM - TechStyle was keen to find a WFM system that could balance both employee schedule preferences and expanding business needs. ​Since deploying NICE's WFM solution with its NICE inContact CXone, TechStyle Fashion Group has seen some amazing results, including ​a $700,000 reduction in operating costs. 
Cross-Channel Consumers Demand Fast Resolution View
May 01, 2017
MediaPost - ​According to a new survey, inContact Customer Experience Transformation Benchmark Study, with research by MaritzCX, consumers are not getting the “fast resolution” they demand. Responses to the survey demonstrate the critical need for companies to improve their cross-channel customer experience, revealing that less than half of customers are satisfied with their experience, regardless of communication channel.
Driving Margins by Minimizing Contact Center Costs View
April 27, 2017
Contact Center Pipeline - Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place. If you are not actively tracking your costs and trends, it is impossible to know whether any of your change efforts have been successful.
The Intersection of CRM, CCaaS and Ecommerce View
April 19, 2017
IT Briefcase - A customer is four times more likely to go to a competitor if they have a service-related problem versus a price- or product-related issue. Consumers today have very high expectations for brand communication in any and every channel they are on, and contact centers offer the perfect opportunity to strengthen communication standards.
Game On—The Gamification of the Contact Center View
April 11, 2017
No Jitter - ​In short, focus + competition + sharing = higher productivity and less employee turnover... ​​While I wouldn't go so far as to say that inContact has turned its inView reporting solution into the contact center equivalent of Candy Crush, they've added a definite aspect of gamification.
How to Create Successful Customer Feedback Surveys View
April 08, 2017
CustomerThink - ​Picture this scene: your manager stops by your desk and begins to speak. You wait for a chance to break in and contribute to the conversation. In fact, you welcome it since you have a couple of ideas you think could really improve your team’s productivity. But...
Agent Retention—Employee Satisfaction Breeds Customer Satisfaction View
April 06, 2017

ICMI - Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than it is to retain an existing customer.But what if I told you that the same – or even worse! – could be said for your employee churn?

How to Build Call Scoring Evaluation Forms View
March 27, 2017
ICMI - We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a physics discussion, it can certainly be diluted into the layman's term "cause and effect" and applied to the customer service world. 
TechStyle WFM Upgrade Cuts Call Center Answer Speed 50% View
March 27, 2017
Retail TouchPoints - TechStyle worked with NICE and inContact to deliver the project in just six weeks, in order to be prepared for one of the company’s peak selling seasons.
iCXM Comes of Age - Using AI to Know, Engage, and Service Your Customers Better View
March 16, 2017
CustomerThink - ​Rajeev Shrivastava, Chief Strategy Officer at inContact, doesn’t see bots replacing humans. Rather, AI should be used to make routine transactions faster and make it easy to transfer to agent-assisted support. AI should be used to give agents better support when they engage, thus enhancing both the customer and agent experience.
10 Tips to Improve Agent Scheduling View
March 15, 2017
Contact Center Pipeline - Whether you are a brand-new workforce management (WFM) professional, or an experienced WFM guru, figuring out how to deal with fluctuations in headcount and appropriate staffing can be one of the most challenging parts of the job. Here are some tips that will help improve the process.
inContact Releases Spring 2017 Version of NICE inContact CXone View
March 10, 2017
SmartCustomerService.com - inContact, a provider of cloud contact center software, has introduced the Spring 2017 release of its NICE inContact CXone, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data.
The Avaya Bankruptcy’s Channel Implications View
February 24, 2017
Channel Partners - A few weeks ago, the tech world was flipped on its head when Avaya filed for Chapter 11 bankruptcy... its tardiness to enter the cloud space has ultimately led to the dire straits it finds itself in today.
The 2017 State of the Speech Technology Industry: Speech Analytics View
February 17, 2017
Speech Technology Magazine - ​The industry trend toward prioritizing the customer experience rather than controlling costs has had a positive impact on speech analytics, which are well suited to those initiatives, according to Chris Bauserman, vice president of segment and product marketing at inContact.
Scouting Report: Cloud Solutions Are Rising in the Contact Center View
February 17, 2017
DestinationCRM - The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems.
The 2017 State of the Speech Technology Industry: Interactive Voice Response View
February 17, 2017
Speech Technology Magazine - ​Interactive voice response (IVR) systems have been helping businesses service customers for decades, but they still continue to gain interest.
To Be An Experience Business Requires Organizational And Cultural Shifts View
February 13, 2017

CMO.com - ​Just as corporate leaders will have to reorient themselves around the customer, so, too, should members of the marketing team... At inContact, CMO Randy Littleson creates cross-functional teams for digital experience projects that include marketing, sales, and customer service members.

TechStyle Deploys Cloud WFM View
February 08, 2017
ApparelTechStyle Fashion Group has deployed a unified cloud workforce management (WFM) platformfor its global organization of 680 customer-facing agents. This project, which integrates capabilities from NICE and inContact, allows agents in Los Angeles, Barcelona, the Philippines, Mexico, Poland and Serbia to enjoy advanced agent empowerment capabilities, while providing the company enhanced insights into operational metrics for greater efficiency.
TechStyle Deploys NICE WFM Platform and inContact Solution View
February 07, 2017
TMCNet.com - ​TechStyle Fashion Group, a global lifestyle company, recently made a change to its own lifestyle by deploying a unified cloud workforce management (WFM) platform for its global organization. The platform integrates capabilities from NICE and inContact.
2017 Trend to Watch: The Shifting Mix of Service Channels View
February 06, 2017
ICMI - ​In 2017, customer interactions are expected to increase in all channels, however the percent mix between channels will continue to shift and become more diverse across industries and across audience segments.
Jive, inContact, and Polycom Announce UCaaS Technology Predictions View
February 01, 2017
Jive - ​The Unified Communications as a Service (UCaaS) market is experiencing robust adoption by SMB, enterprise and the public sector. Global industry leaders Jive CommunicationsinContact, and Polycom weighed in on market trends and shared their predictions for the future of UCaaS.
Collect Data Through The Customer Service Center To Improve The Customer Experience View
January 28, 2017

Forbes - ​One sure way to alienate a customer is to miss expectations. What customers experience on the front line, be it in-store or through a contact center, must be consistently above average to bring them back. And, one of the best ways to understand customer expectations is to take advantage of feedback and data.

‘Cloud or Nothing’ for Global Hotelier Contact Centers View
January 25, 2017
No Jitter - ​Carlson Rezidor Hotel Group exemplifies the move away from aging premises infrastructure as it aims to boost flexibility and improve customer experience.
Fintech Firm Taps NICE for Workforce Optimization View
January 24, 2017
TMCNet.com - There's a lot of value in getting the most out of a workforce, but delivering that level of workforce optimization tends to require specific tools to take what's already there and make it even better. That's why a major financial technology (fintech) firm recently turned to NICE's inContact arm to bring in the NICE inContact CXone system in a bid to step up its own workforce optimization operations.
5 Tips For Improving Productivity In Your Contact Centre View
January 05, 2017
Contact Centres - While it is easy enough to say you want to improve contact centre agent productivity, it is a tough task to actually achieve. 
Top Contact Center Stories of 2016 View
January 03, 2017

No Jitter - November brought the close of NICE's deal to acquire cloud contact center provider inContact... NICE is lucky enough to benefit from the ongoing leadership and expertise of inContact CEO Paul Jarman. 

Cloud solution helps hotel chain compete in hospitality industry View
December 29, 2016
Knowledge Management WorldCarlson Rezidor Hotel Group has chosen a new solution to transition from its legacy contact center system. The global hotel chain is deploying Customer Interaction Cloud from inContact, a provider of cloud contact center software and workforce optimization tools.
Carlson Rezidor Hotel Group Selects inContact Cloud Solutions to Power Customer Service Operations View
December 15, 2016
Hospitality TechnologyinContact, a NICE company and a provider of cloud contact center software and workforce optimization tools, said that Carlson Rezidor Hotel Group selected them to transition from their legacy contact center system to inContact’s scalable Customer Interaction Cloud. 
7 Keys to Hiring and Managing Millennials in Your Call Center View
December 15, 2016
Call Center Times - Young adults are popular recruits for contact centers given their energy, enthusiasm, and empathy. In 2015, Millennials surpassed GenX as the largest percentage of the U.S. workforce and cemented their foothold as the main demographic for customer service representatives...
inContact Assists Retail Client with WFO View
December 06, 2016
WorkforceOptimizationSoftware.com - inContact, a developer of workforce optimization and contact center software for enterprises, recently announced its involvement with an unnamed global online retailer in the client’s switch to the inContact Customer Service Cloud.
Elevate Customer Satisfaction Through Improved FCR View
December 02, 2016
Contact Center Pipeline - ​One of the biggest indicators of a struggling contact center is repeat callers. 6 practical steps to improve first-call resolution.
Salt Lake’s Tech Economy Continues to Grow View
December 01, 2016
Building Salt Lake - Salt Lake City is no longer an emerging tech market.  According to a new report by CBRE Group, a commercial real estate services and investment firm, Utah’s largest metro is now considered a “growth leader” in the high-tech software/services industry.
Improve First Call Resolutions for a More Profitable Holiday Season View
November 29, 2016
CMSWire - As the year-end holiday season kicks into full gear, customer contact center agents will be tasked to maintain customer experience in the face of increasing demand... ​Every customer interaction has a huge impact on a company’s overall achievement, and the likelihood to maintain customer loyalty.
ICUC Recap: HelpSocial Talks Social Media at inContact User Conference View
October 19, 2016
HelpSocial - ​Each year, inContact, the leading provider of cloud contact center software and workforce optimization tools, hosts an amazing user conference that brings together those from the inContact ecosystem. HelpSocial was invited to present to conference goers on Social Media as a service channel. ​Check out the highlights...
inContact and NICE: Post-Acquisition Plan Unveiled View
October 17, 2016
no jitter - Five product initiatives aim to put inContact at the same level as enterprise-caliber contact center solutions from the biggest competitors.
Building Your Training Team from the Ground Up View
October 04, 2016
Contact Center Pipeline - ​No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures.
Qualtrics, inContact Get Together for Valuable New Research Push View
September 30, 2016
TMCnet.com - ​Trying to manage without information is like trying to play chess with a board that's in a completely different room. Being able to see what's going on in a wider market, or even in local operations, is vital to have even a decent chance of making smart decisions.
How to Measure and Improve the Customer Experience View
September 21, 2016
ICMI - Automatic Call Distribution (ACD) statistics are like the basic baseball stats of the call center... But, how do you translate them to tell what is most important in specific situations? How do you directly correlate these statistics to the goals and vision of the contact center?
inContact Integrates HelpSocial for Social Media Support View
August 12, 2016
WorkforceOptimizationSoftware.com - As difficult as customers may seem at times, there’s very little they actually want – personalized, timely and resolute service. 
inContact Partners with HelpSocial for Social Customer Service Integration View
August 11, 2016
SmartCustomerService.com - inContact, a provider of cloud contact center and workforce optimization software, has partnered with HelpSocial, providers of an integration platform for customer care and social media, to bring social media customer care abilities to contact center agents using inContact's Open Cloud Platform.
inContact Releases Customer Interaction Cloud 16.2 View
June 30, 2016
SmartCustomerService.com - ​inContact, a provider of cloud contact center and workforce optimization software, has introduced the second major release of Customer Interaction Cloud for 2016, version 16.2.
inContact CFO, Greg Ayers - Utah Business CXO of the Year View
June 22, 2016
Utah Business - ​From technology to finance, and from marketing to operations, this year’s CXO of the Year honorees exemplify the teamwork, leadership and expertise that are propelling their organizations forward.
Growing Your Contact Center Culture View
June 21, 2016
ICMI - ​Culture is something that is developed over a period of time and can’t be installed with the push of a button. Here are some tips to help you get the needle moving in the right direction.
The fastest-growing companies in the Western US View
June 17, 2016
KSL.com - ​With the rise of the internet and the 2008 economic downturn, several industries have stumbled into bleak futures. ​But just as certain sectors have declined, several others have begun to flourish... ​Let’s count down each state’s fastest-growing company.
Building Your Training Team from the Ground Up View
June 01, 2016
ICMI - ​One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures.
Nice Scoops Up InContact For $940 Million View
May 19, 2016
Daily Cloud - ​Software maker NICE Systems agreed to acquire cloud contact center service provider inContact, combining two key contact center technologies and adding further sizzle to an already hot cloud sector.
Here’s Why Software Maker Nice Systems Made This Acquisition View
May 18, 2016
Fortune - ​The acquisition will help Nice, which currently focuses on very large financial companies, to expand into the mid-market and also expand its product range, he said.
NICE acquires inContact for $940 million, eyes cloud-based call centers View
May 18, 2016
ZDNet - ​After the deal closes, NICE and inContact plan to combine their contact center applications and analytics with cloud contact center technology, targeting both SMBs and enterprises.
NICE Day for inContact View
May 18, 2016
No Jitter - ​In a gambit aimed in part at gaining cloud expertise, NICE buys SaaS provider inContact for $940M.
Software group NICE Systems to buy inContact for $940 million View
May 18, 2016
Reuters - ​NICE said the rationale for the purchase was to enhance customer service and offer what it described as a first fully integrated and complete cloud contact center where companies can interact with customers.
Call Quality Monitoring Dos and Don’ts View
May 16, 2016
ICMI - ​Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives.
How Not to Build Brand Loyalty: Rely on Chatbots View
May 02, 2016
Loyalty360 - Facebook is joining the ranks of Kik and Microsoft in attempting to generate literal conversation between automated technology and consumers via its chatbots for Facebook Messenger... ​These chatbots are intended to streamline the way people access information and engage with companies, mostly on their smartphones.
Facebook Bots Are Cool, But Real Human Service Still Reigns Supreme View
April 26, 2016
MediaPost - ​Society is becoming ever more dependent on technology and its conveniences and amenities, but we can’t and shouldn’t forget the unique necessities of a human touch to fulfill our services.
It may seem like a bot-eats-human world, but brands can’t forget the human touch View
April 25, 2016
Internet Retailer - Automated software can handle simple tasks, freeing human customer service representatives to build relationships with customers.
inContact, former Uptivity/CallCopy founders thriving View
April 22, 2016
Columbus Business First - The former Uptivity has added 20 jobs in Columbus in the two years since the software maker was acquired, while members of its founding team have invested in startups from their windfalls and expanded the offshoot call center business ContactUs LLC to several hundred jobs.
Sandy’s City Center Is Developing A Mid-Rise Cluster View
April 04, 2016
BuildingSaltLake.com - ​As Utah’s tech economy has grown, so has inContact. The company has acquired smaller firms and has grown large enough to need a new corporate headquarters.
inContact Expands Its Customer Interaction Cloud View
March 15, 2016
SmartCustomerService.com - ​inContact today launched its first major release of Customer Interaction Cloud for 2016, ​the first of three planned for the year.
Writing Job Postings: Marketing for Candidates View
March 08, 2016
ICMI - ​If you’re looking to hire top talent by posting open positions at your company, you’re competing with thousands of well-known, reputable, deep-pocketed companies with instant name recognition. It’s within this context that optimizing your own company’s job postings becomes critical.
Why WFO Makes Sense for SMB Contact Centers View
March 07, 2016
Contact Center Pipeline - ​Customer experience and efficiency gains are key reasons most SMBs go the WFO route.
Opening up to the cloud View
March 01, 2016
Internet Retailer - ​E-retailers are deploying more Internet-hosted services to help run business operations.
Cloud Contact Center Market Taking Share From On-Premise View
February 18, 2016
Daily Cloud - ​In an interview, inContact executives told the Daily Cloud that the cloud contact center market is continuing to take market share from the much larger on-premise contact center market, while at the same time, inContact is market leader in the cloud segment and boosting its share there.
inContact Wins Customer Magazine 2016 Product of the Year Award View
February 11, 2016
UtahPulse.com - inContact, Inc. announced Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year
Overcoming Obstacles of a Remote Workforce View
February 03, 2016
ICMI - There are many business benefits to offering a remote work option... If you have been on the fence about a remote workforce, now might be the time to change your perspective.
6 Mobile Commerce Trends, Creating a Digital Marketing Strategy, Find Out What Your Website’s Worth View
February 01, 2016
SmallBizDaily - We all know customer service is as important to a small business as its sales team. Rajeev Shrivastava, the chief strategy officer at inContact, offers his unique insight into customer service trends this year.
Frost & Sullivan Honors inContact in the Contact Center Solutions Market View
January 12, 2016
Frost & Sullivan - The company’s full-featured cloud solution, stellar customer support, and commitment to innovation are the cornerstone of its growth and customer value strategy.
Why UC as a service is set to disrupt business comms in 2016 View
January 06, 2016
Computer Business Review - The boundaries between the two segments of the Unified Communications as a Service (UCaaS) market could be set to blur.
Top 3 tips to a better omni-channel strategy View
January 05, 2016
BizReport - Omni-channel marketing doesn't just mean have a presence in different channels; it means offering consumers the same, consistent messaging and experience across all channels. Here are our top 3 tips to a better omni-channel strategy.
4 Keys to Creating a Customer-Friendly Omnichannel Experience View
January 04, 2016
CIO.com - Ecommerce, supply chain and customer relationship experts discuss how brands can best provide a streamlined shopping experience in 2016, no matter which channel or channels they use.
Brands: Are you really omni-channel ready? View
January 04, 2016
BizReport - Experts have been talking about omni-channel for a few years now, and many brands believe they are, in fact, omni-channel. But they aren't. Here's what you need to know about becoming truly an omni-channel brand.
Cloud Cures the Holiday Crush View
January 01, 2016
ICMI - The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market.
Ho! Ho! Home-based Agents View
December 21, 2015
ICMI - If you are in retail or another strongly seasonal business that peaks around this time of the year, I would wager a bet that you’d hire Santa and all his elves—maybe even Rudolph the Red-nosed Reindeer, if only he could talk—to help stem the seasonal influx of contacts.
Voice-as-a-Service: Where VoIP Meets Help Desks View
December 18, 2015
PC Mag - Built-in voice calling features are simplifying the customer service experience for help desks and customers.
Empirix Solutions Enable inContact to Deliver High Quality Voice as a Service to Customers View
December 15, 2015
Empirix News - Empirix today announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering. 
Strategies to Successfully Deal with Rude Customers View
December 11, 2015
ICMI - If you have worked in customer service, especially in the contact center realm, you know that rude customers are inevitable. ​It’s a tough situation that can be emotionally draining, but it doesn’t have to be. Here are some strategies you can use immediately...
Retain Top Talent by Promoting from Within View
December 04, 2015
ICMI - ​If the current paradigm in your office is to disregard internal candidates in favor of external hires, consider the potential costs of losing your best and brightest top performers. 
Talkin’ Cloud 100: 2015 Edition Ranked 1 to 25 View
December 01, 2015
Talkin' Cloud - ​Who are the top 100 Cloud Service Providers (CSPs) for 2015, according to Talkin' Cloud? Here are CSP companies ranked 25 to 1.
Frost and Sullivan Lauds inContact View
November 19, 2015
Contact Center QM Report - It doesn’t really matter how good you say your company is; the real proof comes when someone else says it. Validation from outside sources is what makes others in the industry stand up and take notice.
Web Chat Integrated with CRM? Same Difference View
November 18, 2015
ICMI - So, what’s up with Web Chat? No matter where you look: everyone seems to agree that web chat is up and coming. You could actually arguably make the point that it’s already here.
inContact Helps Ease Call Center Woes at Growing Company View
November 05, 2015
TMCnet.com - ​While it seems that Internet shopping is helping drive down business at brick-and-mortar locations, there is one industry that’s doing just fine in a Web-driven age: Transportation.
Yes, the Customer is Still King View
October 30, 2015
ICMI - ​Customer needs and expectations reshape how interactions are structured and handled, which interaction channels are offered, and what constitutes acceptable customer service.
Understand Your Customer Expectations By Channel View
October 26, 2015
ICMI - In the digital era, there are an ever expanding number of technologies which allow companies to interact with their customers in various ways. Each of these channels comes with its own nuances and sets of pros and cons
Processes Aren’t the Problem — Communication is the Culprit View
October 13, 2015
PM World Journal - Despite the increasing number of tools and resources available to businesses, data consistently show that projects continue to fail at an alarming rate. To mitigate failure, businesses are continually trying new project tools and processes.
Quality Monitoring View
October 06, 2015
Contact Center Pipeline - ​Is your QM program evolving to meet the needs of a fast-changing contact center environment? Industry experts, including Janice Rapp, inContact Senior Director of Product Marketing, offer best practices and advice for a customer-centric approach.
inContact and the “Post-Cloud World” View
October 06, 2015
UC Strategies - ​At its industry analyst event, held in conjunction with its customer summit in Salt Lake City last week, inContact provided insights into its strategy, direction, new contact center platform, and more... I had the chance to speak with Paul Jarman, inContact’s CEO, about some of the key messages from the conference and what the company means when talking about a post-cloud world. 
inContact Refreshes Cloud Contact Center Platform View
October 02, 2015
Channel Vision Magazine - inContact has launched its Fall 2015 release of its cloud contact center platform. As part of the release, inContact is establishing the core technology components of a complete cloud customer interaction platform.
inContact Introduces Voice as a Service View
October 01, 2015
No Jitter - ​inContact has announced availability of the Fall 2015 release of its cloud contact center platform.
Your Process Isn’t the Problem - It’s Your Communication View
September 25, 2015
Project Times - ​In today’s world, it’s iterate or die. Companies can no longer afford to sit and make changes every few years and expect to stay relevant.
inContact Hunts for Acquisitions View
September 22, 2015
Daily Cloud - inContact is the leader in the cloud-based call center market, with an aggressive focus on growth. 
Call Centers Ready for Big Show View
September 21, 2015
TMCnet.com - ​Contact center luminaries from far and wide are making plans to head to Salt Lake City next week for the 11th annual InContact User Conference (ICUC).
Forecast: Increasing Clouds View
September 10, 2015
Utah Business - As time goes on, more and more companies are moving up - up to the cloud, that is. The evolution of online business has led companies to invest more of their IT resources into cloud-based solutions.
Hosted BPO Sees the ‘Light of the Cloud’ View
September 01, 2015
TMCnet.com - ​inContact has just announced that a fast-moving BPO firm -- with more than 250 call center agents supporting multiple industries -- has selected inContact's complete cloud platform for greater efficiency and expedited growth.
Smart Government at Work: County Implements inContact’s Cloud Customer Service Solution View
August 20, 2015
TMCnet.com - Taxpayers traditionally hate seeing their local government spend money, but one recent instance is sure to pay dividends and keep residents happy.
Data and Reporting: Looking for the Holy Grail? View
August 10, 2015
ICMI - ​Ah, Data and Reporting! The Holy Grail of Contact Centers and arguably the most disputed and researched single Contact Center topic ever. 
Customer Service Week Isn’t Enough View
August 06, 2015

ICMI - Showing appreciation for your customer service associates during one short period of the year – and nothing more – won’t move the needle on morale, performance or loyalty... What is your company doing to ensure this isn’t the only time of year that appreciation is expressed?

The Modern Day Tower of Babel: Solutions for the Multilingual Contact Center View
July 22, 2015

ICMI - The “Tower of Babel” is an interesting metaphor for what can be a challenge for many a contact center nowadays...

Creating Great Agent Experiences View
July 15, 2015

Contact Center Pipeline - How, through hiring, training and culture, can the contact center create great agent experiences? It all starts with a focus on creating quality customer experiences...

App Mavericks - Maximize Agent Efficiency and Delight Customers with inContact View
July 15, 2015
App Mavericks - ​Salesforce MVP Geraldine Gray connected with Paul Jarman, CEO of inContact, for an App Mavericks web chat. Check out how this cloud contact center solution maximizes agent efficiency and provides a unified customer experience across all communication channels.
Three Ways to Innovate at Your Company View
July 01, 2015

Huffington Post - Innovating means disrupting -- challenging the status quo even for very successful products. 

InContact Partners with SmartAction, Talks About Social Customer Care View
June 23, 2015

TMCnet.com - TMCnet spoke at the Las Vegas event with Jennifer Waite, product marketing manager at inContact, which sells a complete cloud-based workforce optimization suite for contact centers of all sizes...

“Thumbs On” Done Right Gets A “Thumbs Up” View
June 19, 2015

ICMI - Did you know that there’s a fair chance you can tell someone’s age by the way they ring a door bell? Sounds weird? Not at all! Research indicates that whilst most adults over 20 will use their index finger to ring a doorbell, the majority of people under 20 will actually use their thumb. Why?

Top Challenges When Evolving from Multi- to Omnichannel View
June 18, 2015

Contact Center Pipeline - What are the top challenges that contact centers face when transitioning to an omnichannel strategy? The following are key insights from industry solutions providers.​

Proactive CRM Strategy Will Guide The Future Of Travel For Millennials View
June 15, 2015

Forbes - Proactive customer service is a win-win for both customers and companies – it’s what millennials want and it has a positive effect on brand perception. 

Expected Channels for Millennials: 5 Social Media “Need to Knows” for Contact Centers View
May 29, 2015

ICMI - Adding social media to your contact center’s multichannel mix may or may not be the right move. Here are five things to consider when considering social media.

Birds of a Feather: Cloud Software Leader Picks inContact’s Cloud Platform View
May 28, 2015

TMCnet.com - In the expanding world of cloud computing, it’s understandable the leaders would know each other. It’s a small world so far, and they’re all growing together... It’s no wonder inContact was chosen, as the company continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization and an enterprise-class telecom network for the most complete customer journey management.

Five9, inContact Releases Target Salesforce, UX View
May 21, 2015

No Jitter - One of the oft-touted benefits of cloud-based applications is regular software updates, including new features. On that note, two of the best-known names in cloud-only contact center -- Five9 and inContact -- this week announced new releases of their solutions. With the announcements coming within 24 hours of one another, it is natural to compare and contrast the two.

inContact Introduces 2015 Release of Cloud Contact Center Software View
May 20, 2015

DestinationCRM - The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem.

Heightened Expectations in Today’s Hyper-Connected World View
May 12, 2015

ICMI - As we know, customers want it all: infinite choice, immediate access, personalized service. And, they expect your contact center to deliver it at every step... Here are three key findings from our recently conducted customer journey research and how they affect the contact center.

Self-Service Isn’t Enough View
May 08, 2015

DestinationCRM - Conventional wisdom says that the need for contact center agents is diminishing with the adoption of automation and self-service channels.

Keeping Surveys Simple View
May 04, 2015

Contact Center Pipeline - Surveys should be easily executable, measurable and actionable -- and it all begins with the planning.

Quality Live Agents Are Still Required: Workforce Optimization Can Help View
May 01, 2015

Connections Magazine - In today’s hyper-modern and seemingly automated world, self-service is not enough. Customers want and expect personalized service and interaction with live customer service agents.

Contact Center Plays Clear Role in Customer Journey View
April 30, 2015

CMO.com - As marketing leaders, we’re aware that every step in the customer journey counts. However, with all of its nuanced complexity, your customer journey model might be missing a vital element...

RingCentral, inContact Partner on Contact Center View
April 29, 2015

eWeek - RingCentral announced the launch of its Contact Center platform, which is powered by inContact, a provider of cloud contact center software. The solution is integrated with RingCentral Office and gives contact center agents the ability to engage customers through multiple channels, including voice, email, chat and SMS.

RingCentral Partners with inContact to Provide Cloud Contact Center Functionality View
April 27, 2015

DestinationCRM - The cloud communications provider will now offer real-time queuing and dashboarding for the contact center.​

RingCentral Contact Center… Powered by inContact View
April 27, 2015

No Jitter - RingCentral taps inContact as contact center partner, enables seamless on-net calling from one cloud to the other.

Contact Center and CRM Synergies View
April 22, 2015

Contact Center Pipeline - Excellence in customer service is one of the, if not the most important competitive differentiator today...  Legendary customer service, however, is a competitive advantage that is not that easily copied.

Customer Expectations in Today’s Hyper-Modern, Hyper-Connected World View
April 15, 2015

BrightTalk - Consumers want it all: infinite choice, immediate access, personalized service. And they expect you to be available and deliver at every step in an effortless multi-channel, multi-event customer journey. Mariann McDonagh, CMO of inContact, will share hot-off-the-presses research about consumer expectations during the peak shopping season. 

Re-Examining Self-Service View
April 13, 2015

No Jitter -  The decade we are half-way through was to bring multichannel interactions seamlessly into the now contact center. Along the way, however, that relatively straight-forward plan was side-tracked by the explosion of e-commerce and smartphones and by the generation raised in the midst of the blast, Millennials.

Maximizing the Workforce View
April 10, 2015
Software Magazine - ​WFO tools focus on analytics and quality for contact centers and back offices.
Improve Your Teaching by Understanding Learning Styles View
April 06, 2015

ICMI - The key as a teacher or trainer is to recognize the existence of these learning styles and to adapt. Being cognitive of the engagement or disengagement of your class will let you know if you style of teaching is reaching your group. If not, you have to adapt and switch up the style to positively reach your class. Changing teaching styles throughout a course or training period is where one will see the most return on their teaching investment. As much as it is the students’ responsibility to learn, it is equally the instructor’s responsibility to teach.

WFM: No Longer a Goliath for Small Contact Centers View
March 31, 2015

ICMI - Contact centers come in all shapes and sizes. In the battle of the contact center, we will identify  the workforce management challenges small contact centers face that make them unique along with suggested solutions that allow them to differentiate, compete, and win along with the larger, more enterprise organizations.

CBSI Services Interview with Jennifer Waite of inContact View
March 26, 2015

YouTube - Jennifer Waite of contact center service provider inContact sits down with Ken Kraetzer of CBSI Services to discuss how the usage of systems can improve customer service.

Spotlight on inContact’s Discover Workforce Optimization Solution View
March 23, 2015

ICMI - For established organizations ranging from start-up to small and medium-sized businesses (SMB) in need of a solution to promote a customer-centric environment, we spotlight inContact’s Discover WFO suite. 

Outbound Campaigns: Maintaining Compliance While Maximizing Performance Through Flexibility View
March 17, 2015

Contact Professional - Like every major league football team that has its own playbook, filled with options depending on the situation on the field, different contact centers have different operating procedures depending on particular outbound campaigns. And, just as NFL rules of engagement make proper execution a necessity, so do complex FTC and FCC regulations – including TSR, DNC and TCPA – make proper contact center execution critical.

3 Tips to Maximize Sales Productivity and Increase Conversions with inContact View
March 11, 2015

Salesforce.com - A customer of Salesforce since 2006, Workfront, a provider of enterprise work management solutions, uses more than forty AppExchange apps to run their business, including inContact Agent for Salesforce, a complete cloud contact center solution. Dan Bergstrom, Director of Demand Conversion at Workfront, recently joined App Talks to share how his team leverages Salesforce and inContact to improve effectiveness and overall happiness of his team.

The Workforce Intelligent Contact Center: Putting the Puzzle Pieces Together View
March 10, 2015

ICMI - Contact Centers are complex. Most companies operate many of their functions and applications independently. For example, one team may be handling quality assurance, another handling training, and another team scheduling employees. All while, supervisors manage coaching with their staff, managers are running reports and IT teams managing telecom, contact routing, and IVR messaging. 

inContact Helps Businesses Connect with Customers View
March 05, 2015

XCHANGE CIO Community - Too many companies live in fear of that viral tweet about their customer service that has gone awry. The realization that customer service is paramount for survival, much less success, is the wind beneath the wings of cloud solutions providers such as inContact. 

Apple to Be Replaced Soon? View
March 02, 2015

Wall Street Daily - What I like most about inContact is that its growth is organic, and you don’t see that very often... This company could be headed notably higher in the coming weeks.

CSA Helps Promote Cloud Security View
February 28, 2015

XCHANGE CIO Community - Cloud security is extremely important: A provider could have the greatest cloud products ever developed, but they are worthless and useless if the platform is not secure. inContact, is a member of the Cloud Security Alliance (CSA), because we recognize the importance and value of what CSA is doing in developing and promoting best practices in cloud security...

Workforce Management Metrics that Impact Your Organization’s Culture View
February 26, 2015

ICMI - Workforce management or workforce magic? That is the question… 

Gamification Drives Higher Performance View
February 19, 2015

Contact Center Pipeline - A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills on their own. “We’re finding that these types of performance measurement tools allow agents to take control of their achievements,” says Christina Cowell, product marketing manager, Workforce Optimization at inContact. “Frontline agents become more accountable and proactive to enhance performance and meet and achieve expectations without supervisors needing to watch over them or remind them constantly about goals and performance.”

Elements of an Effective Incentive Program View
February 10, 2015

ICMI - Today, managers have greater challenges then years past with retaining employees and keeping them engaged. Many organizations are looking towards effective incenting to assist with other retention initiatives. What consists of an effective incenting program?

Working Closest to the Dollar View
January 30, 2015

ICMI - Since the moment I began my recruiting career it was engrained in me to always “Work Closest to the Dollar”. For those who are not familiar with this phrase it simply means focus on the things that matter the most. In the industry of recruiting and talent acquisition this can mean many things, but for me it means only two. Focus on the efforts that reduce the vacancy costs and align with your forecasted budget. 

Interviewing in Today’s Contact Center View
January 23, 2015

ICMI - If people are the greatest asset of companies, then why do some of us take short cuts when it comes to hiring? Hiring can be time intensive; however I consider it an investment into my business. 

inContact plans 350,000-square-foot campus in Sandy View
December 23, 2014

Deseret News — Software firm inContact Inc. has announced plans for a campus with more than 350,000 square feet of office space in Sandy.​

WFM - Accurate Forecasting and Resource Allocation are the Keys to Contact Center Scheduling View
December 16, 2014

CRMXchange - Just as no two snowflakes are alike, no two contact centers have identical staffing needs. Forecasting contact center workloads and intelligently scheduling agents to effectively handle the traffic can be an even more daunting task than predicting the weather. But by gaining a better understanding of the basics of creating schedules, using the right mathematical tools to determine forecasting needs and integrating insight of company procedures and priorities, the process can be far more manageable. 

Where is the Agent Heading? View
December 11, 2014

ICMI - As is customary this time of the year, we look forward into the next year and beyond. And we might ask: where are our agents heading? 

Speech Technology: Mining the Information Gold Rush View
November 24, 2014

ICMI - Knowing there is gold in the hills is one thing, but extracting it is another. In the early stages of the 1800s gold rush miners used shovels, pick axes and brute strength. As mining evolved, miners implemented the use of water to simply wash away the earth. Water made extracting the gold a much simpler and less back-breaking process. Similarly, analyzing voice interactions is not a new process, but cloud-powered Speech Analytics has made the process easier and more efficient.

Work-at-Home Solutions Are Transforming Call Center Operations View
November 20, 2014

Destination CRM - Having contact center systems and software positioned in the cloud "is the way to go if you're going to allow people to work at home," adds Jennifer Waite, product marketing manager at inContact. "The cloud gives you the ability to have technology with you wherever you are. You don't have to set anything up. [The system] just needs to know where to route the work."

The Challenges of a Remote Workforce - Tips for Increasing Employee Engagement View
October 28, 2014

ICMI - Halloween is coming up quickly and many contact centers are preparing for how they will celebrate with their staff.  Many will allow their agents to dress up and some will even have contests for the best costume, most original theme for a team and most creative way that their cubicle was decorated.  This is a great way to involve your staff in a fun activity, unless they are a remote agent…  How do we involve the remote agents in these kinds of in-house activities, contests and fun?

CRM Integration in the Age of the Customer: 1+1=3 View
September 18, 2014

ICMI - Most everyone in the Contact Center and CRM space seems to agree: this is the age of the customer. Excellence in Customer Service is a competitive differentiator, and offering better customer service than “the other guy” can make or break your business. 

inContact Launches Cloud WFO Solution View
September 16, 2014
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.

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.Though voice conversations and customer service calls may seem like things of the past, speech technology and data analytics continue to usher such interactions quickly into the future—no flux capacitor necessary. 

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.

Is this what your agents face when it comes to outbound calls? If your contact center batches records for outbound campaigns that last days or weeks, those customer records can quickly become out-of-date. Maybe the customer called in after the agent’s first failed attempt, perhaps they made that missed payment. But your agent doesn’t know. He’s playing catch up. He’s about to get 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.to continually update processes and compendiums as you make changes!

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.​

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?

You see two kids on a playground. There’s a little shoving, a little shouting. The teacher intervenes, forcing them to cooperate. Supervision is required but the kids still don’t play well together. Eventually they have to be separated.

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 Thei 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. ​

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.

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.

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 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.

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 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. 

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 w 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 Mobi View
April 04, 2012

ICMI, April 4, 2012

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

TMCnet, April 3, 2012

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

CRMAdvocate, 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

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

information-management.com, October 26, 2011

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

TMCnet, 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

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

Business Mirror, July 11, 2011

Siemens Invests in InContact View
July 11, 2011

Commuter Express, July 11, 2011

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

The Manila Times, July 9, 2011

Siemens Enterprise Communications Invests in InContact View
July 09, 2011

Peoples Journal Tonight, 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 Online, June 16, 2011

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

Malaya, 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

Malaya, April 13, 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

Manila Bulletin Online, April 25, 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

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

Newsbytes, March 17,  2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

The Manila Times.net, March 24, 2011

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

ABS-CBNnews.com, March 18, 2011

Call Center Sets Up Shop View
March 24, 2011

BusinessWorld, March 17, 2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

The Manila Times Online, March 17, 2011

inContact Opens Asian Gateway in Philippines View
March 24, 2011

Manila Times, March 17, 2011

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

Business Mirror, March 18-19, 2011

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

Business Mirror Online, March 18-19, 2011

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

Manila Bulletin, March 18, 2011

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

Manila Bulletin Online, March 18, 2011

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

Newsbytes.ph, March 17, 2011

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

ABS-CBNNews.com, March 18, 2011

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

Manila Bulletin, March 18, 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

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

Malaya, March 10, 2011

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

YeHey!, March 07, 2011

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

Newsbytes.ph, December 12, 2010

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

Computerworld Philippines Online, February 22, 2011

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

Yehey!, March 16, 2011

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

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

Business Mirror, February 14, 2011

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

Malaya, February 14, 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

Yehey!, February 15, 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

Malaya, January 12, 2011

Software Provider Launches New Website View
January 10, 2011

Newsbytes.ph, January 10, 2011

Software Provider Launches New Website View
January 10, 2011

Newsbytes.ph, January 10, 2010

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

Destination CRM, December 3, 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

Computer Business Review, August 4, 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