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Canadians Want Help to End 'Blind' Calls
Telemarketing legislation, like IT security, is something that can never sleep. Now Canada is taking a closer look.
7/29/2015

Automatic Dialers Now Need to be More Cautious
The Federal Communication Commission's new Declaratory Ruling and Order regarding the Telephone Consumer Protection Act (TCPA), sent ripples through the telemarketing industry, and with good reason.
7/28/2015

InContact Sets Agenda for this Fall's ICUC
Technical training and skills building at ICUC are designed to enhance attendees' knowledge of the inContact platform and solutions.
7/24/2015

New Horizons Seen for all Contact Centers
Holding a singular leader responsible for contact center performance signifies its importance to the organization.
7/23/2015

FCC Revisits TCPA Ruling Again; Companies say Ambiguity Rules
The TCPA has strict regulations on the types of calls made by 'autodialers', so knowing what constitutes an autodialer would be helpful if a business wants to avoid lawsuits, fines, and other sanctions.
7/15/2015

Are Your Call Center Staffers Up to Speed?
Be real, be smart, be prepared and be mindful in the contact center. These steps are easily implemented, and the payoff can be huge.
7/15/2015

Savvy Call Centers are 'Upping Their Game'
It's not uncommon for customers to use multiple channels to resolve a single issue, especially in the case where they require immediate action on a pressing issue.
7/10/2015

Private Contact Centers Doing Better Than Government Counterparts
Knowing what matters most to citizens will help contact centers meet their goal of providing excellent customer service.
7/8/2015

Customers want To Do More Than Just 'Call'
Whether it's Twitter, Facebook, Instagram or any of the other myriad choices available, it seems as if everyone uses something 'socially' to interact with call centers these days.
7/2/2015

Workers More Content When They Have a Say in Scheduling
A workforce management solution utilizing a spreadsheet can help determine what shifts, hours, etc. will need coverage based off of forecasting.
6/30/2015

Making the Connection: Global BPO Client Uses Cloud for Expansion
The seamless integration with the core platform and accelerated speed to implement workforce management helped one client rise to new heights.
6/25/2015

InContact, SmartAction Taking Intelligence to a New Level
SmartAction offers a solution called Intelligent Voice Automation, which leverages an AI brain that can reason and learn from experience
6/23/2015

Make the Right Call: Compensate Your People Properly
Because of the large percentage of company employees in the call center, call center labor costs are a high proportion of the overall company budget.
6/18/2015

Dialing for Disaster? Survey Finds Majority of Callers are Peeved
A new survey shows that the key to creating a positive customer experience is connecting callers and agents who are most likely to enjoy a natural rapport.
6/16/2015

Callers Deserve Top Treatment Every Time
Top agents can be invaluable for many processes, such as training and mentoring newer agents, collaborating with less experienced agents and providing managers with input on day-to-day issues.
6/11/2015

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FEATURED CASE STUDIES

Dialer Software - FRONTLINE CALL CENTER

FRONTLINE CALL CENTER
If you're looking for proof that not all on-demand call center technology is created equal, consider the experience of outsourced customer support service Frontline Call Center.

Dialer Software - NEW TALK

NEW TALK
As a leading pre-paid landline telephone service provider, New Talk provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone.

FEATURED DATASHEETS

Dialer Software inContact Dialer

inContact Dialer
The inContact Dialer combines state-of-the art inbound contact handling with full-featured campaign-based outbound dialing to maximize agent productivity.

Dialer Software inContact Platform 2.0

inContact Platform 2.0
Our award-winning call center software platform improves agent performance, reduces operational expenditure and increases profitability.

FEATURED WHITEPAPERS

Dialer Software - Improving Collections: Efforts with Innovative Cloud Contact Center Technology

Improving Collections: Efforts with Innovative Cloud Contact Center Technology
Technology has helped improve outbound calling's collections efforts over the years, but at the same time a great deal of complexity has impacted the collections process.

Dialer Software - Outbound Calling: Superior Productivity & Customer Experience Unite Creating

Outbound Calling: Superior Productivity & Customer Experience Unite Creating
Today there's an unstoppable trend in motion. It's a shift of power from companies to customers. And it's accelerating. Technology may be the greatest enabler of this shift. Like Moore's Law, the shift is exponential.

Dialer Software Being Proactive and Generating Results

Being Proactive and Generating Results
Customers share a great deal about themselves through their interactions with companies. Whether they show interest in a product on a company's website or ask for help with a problem they may be encountering during checkout, such cross-channel interactions provide a goldmine of data.

Dialer Software Don't Let Outdated Telephony
Hardware Slow You Down

Don't Let Outdated Telephony Hardware Slow You Down
While contact center leaders are proficient in managing the complexities of agent-based centers in order to provide excellent customer support, the world of telecommunications, telephony hardware, and long distance service providers can be foreign, confusing and distracting.

FEATURED eBOOKS

The Next Revolution: Cloud Computing

The Next Revolution: Cloud Computing
It's never been a better time to have your head in the clouds-cloud-based software, that is. Call centers throughout the nation are increasingly turning to cloudbased call center solutions.