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inContact Notches Another Win
The need to have innovative technology and a commitment to outstanding service is necessary in today's contact centers. Hence, one of the world's largest organizations of business professionals has selected inContact for that need.

Making a Better Connection with CRM
Modern call centers invest heavily in computer-telephone integration technology and applications that help agents have control on a variety of phone functions and deliver highly efficient, call center-based CRM solutions.

Calling, Sure: But Customers Prefer Web Chat, Study Shows
A new study by HeyWire Business that said more than 52 percent of respondents said they would be likely to text with a customer service agent.

inContact Strengthens Business Ties with CCNG Alliance
The CCNG (Call Center Network Group), a contact center professional peer network, recently announced the return of its partner inContact, an organization that develops software solutions for call centers.

Software Helps, but People Matter as Well in the Call Center
Every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.

Creating an Unforgettable Customer Experience
Just as customers can use all of these new technologies to make or break companies, said companies can use different channels to maintain customer satisfaction.

Reasons to Monitor and Motivate Contact Center Agents for the Long Haul
Customer satisfaction is key to a business' success, and that is why it is important for companies to stay on top of their business CRM practices and focus their centers on customer happiness.

Ways and Means to Improve CRM in the Call Center
To achieve the highest levels of customer satisfaction, it is important for every company to have good CRM practices, which are more important for call center industries than for any other industry.

inContact Cloud Solution Helps a Financial Services Company Cash In
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.

Employees Are the Secret to Successful Call Centers
One of the most important secrets to running a successful call center is the motivation levels of employees. They are the pillars of the business as their performance determines the overall quality of service offered.

New York Says Its Call Centers Are Ready for ACA Deadline
In New York state, the end of signups for Obamacare is expected to pass without incident, despite increased call volumes at the state's healthcare exchange call centers.

Put Your Tech Dollars Where They'll Improve the Customer Experience
Many contact centers today may be finding that their customer satisfaction is backsliding, for a number of reasons. But if customer satisfaction is on the decline, any company worth its salt will take steps to remedy the situation.

Large Insurance Provider Selects inContact for Call Center Solution
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences.

StarTek Adopts AT&T Cloud to Improve Services
Cloud technology is giving organizations the ability to improve the way they operate by providing them with the infrastructure, platform and service which previously was only available to large enterprises.

Utah Becoming a Haven for Call Centers
Tulsa, OK, has built itself up over the last 20 years as a place where call centers come to set up shop because the business community is friendly to them.

Big Changes in TeleSales Needed to Keep Service Alive, in Demand
After taking a look at industry standards, the next big trend for 2014 is a reorganization of the telesales process. It's set to see some of the most dramatic changes over the next few months.

Save More Money Using Intelligent Agents to Train Your People
The creation of virtual agents for the contact center is one of those ideas that just might be crazy enough to work. The ability to get a result quickly may be more important than having a nice chat with Customer Service Rep Joe.

Gamification in the Call Center Can Mean Victory for Employees, Employers
Gamification is a big deal when it comes to learning and working; it provides an outlet for call center employees to work together while promoting a healthy work environment.

Call Centers Handling Obamacare Enrollment Winding Down
The healthcare initiative, which relied heavily on call centers to provide consumers with valuable information about Obamacare, is winding down, and many of the centers are shutting down or severely cutting their workforce.

inContact Lauded for Customer-Oriented Solutions
inContact has received a 2014 Customer Service leader Award for contact center infrastructure, a fitting culmination to the company's efforts to "up" services for its customers with innovative product launches and bold initiatives.

OpenTech Alliance Aims to Boost Self-Storage Client Services to the Next Generation
OpenTech Alliance Inc. has announced a new consultancy relationship with Carol Krendl, the current CEO of SkilCheck Services Inc., which is an employee-evaluation firm specializing in self-storage service employees.

It's Time to Listen to Call Center Customers
If you work in the call center industry, you hear your customers all the time. But do you ever actually listen to them? It might sound like semantics, but there is a real skill - and value to be gained - in actually listening to what your customers are saying.

Will StarTek's Gamble of a Second Call Center in Honduras Pay Off?
Not content to rest on the laurels of success with its previous call centers in Latin and Central America, StarTek, a major BPO player, has been strategizing to further expand its near-shore footprint.

Canadian Call Center in Danger of April Shutdown
Call centers downsizing really is nothing new; the market and the need for employees tends to fluctuate from one year or even from one month to the next, as employees at a center in Charlottetown, Canada recently discovered.

Washington State Health Care Exchange Call Center Seeing Long Wait Times
Despite the fact that the Washington State call center has hired additional operators in anticipation of increased contact loads, callers are running into wait times three times as long as when the healthcare exchange first opened.

Think Smarter: Use UC to Address Every Customer Touchpoint at Call Centers
A survey conducted by Dimension Data found electronic messaging and smartphone applications are the preferred method of contact, with the telephone being the third most popular choice by Generation Y.

Contact Center Vendors: Perk Up -- It's Not the End of the World
The contact center market has apparently reached a state of equilibrium from where it can no longer grow. It's natural for vendors to feel shaky, but new research shows a matured market is only a sign of "redirected opportunities."

Florida Call Center Cutting Staff Due to Lower ACA Contacts
General Dynamics is one company struggling with the looming deadline of signups for the Affordable Care Act that it has decided to cut its staff at its Lynn Haven, Fla., call center.

Serco: Show Customers That 'You Care'
A new whitepaper by international service company Serco observes that customer service is not just about call resolution and volume handling; it's something that stems from within - attitude.

How to Use Call Center Services to Create a Happy Customer
The happy customer is one who doesn't contact the company very often, is more likely to make additional purchases and tell their friends why your brand is better than others.

Why Spend So Much Getting Customers to Call, Only to Put Them On Hold?
An uncomfortable study commissioned last year by text-message service TalkTo concluded that the average American spends about 13 hours on hold each year.

ClearView, SpiceCSM and inContact Enhance Visibility and Business Intelligence
SpiceCSM and ClearView will be initiating a three-way integration with each other and with inContact, the companies have announced.

Need to Raise Your Call Center Quality? Be Cloud-Bound
Call center customers are on edge from the get-go, and just about anything can raise their stress level even higher; even something as benign as "too many" rings before the call is answered.

Verizon Ends Over 1,000 Jobs in Pennsylvania Call Centers
Starting on May 8th, Verizon will be closing the doors to five of its customer-support call centers, which will affect the careers of around 5,200 employees.

Combining Inside Sales, Customer and Technical Support into One Profitable Operation
While most companies are aware of the reasons they need contact centers - they are expected by customers, and without customers, companies can't survive - few companies are thrilled to run them.

TCPA Changes Bring Continuing Robocall Consumer Protections and Accountability for Call Centers
Nowadays, those who engage in an unwanted telemarketing practices will be held accountable for their actions, and violators will be faced with steep penalties.

Comcast to Keep TWC Call Center Jobs in New York
Lucky for the hundreds of Time Warner Cable call center staff in Western New York, Comcast will be keeping everyone in order to ensure its new customers continue to have access to the call center.

Continental Message Solution Intros New Customer Service Translation Solution
Ohio-based Continental Message Solution, a provider of outsourced customer care and emergency call center services, has unveiled its new customer service translation solution.

The Evolution of the Call Center May Bring it Home
There's a disturbing trend taking place in call centers this month: they're closing. But companies of more than 100 employees are required to give at least sixty days advance notice of impending layoffs.

Snowed in? Work-at-Home Call Center Agents Keep Working
It's winter, so snow is to be expected. But here in the Northeast, we're looking at a possible 14-inch snowfall on Thursday, Feb. 13. That's on top of last week's 10", plus various other storms that have slammed us. So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and snow-blower sellers. For the rest of us? Well, spring can't get here fast enough.

Collaboration Technologies Help Businesses Engage Call Center Customers More
With the emergence of multiple channels of customer interactions including voice, email, social media and Web, businesses now have the opportunity to engage customers in meaningful interactions.

Critical Steps in Choosing a Contact Center Services Partner
Small Business Trends recently asked a panel of nine entrepreneurs from the Young Entrepreneur Council (YEC) what the most important factor is when considering the purchase of outsourced contact center services.

Maine Looks at Bill to Protect Call Center Jobs
A bill sponsored by Maine Sen. Troy Jackson is designed to keep Maine companies from exporting call center jobs overseas by penalizing the offenders of the proposed Act.

Customer Satisfaction Is Key for Improving Wireless Carrier Re-Contract Rate
For all the new technology in the burgeoning mobile industry, the old-fashioned notion of customer service is still king, according to the latest J.D. Power customer satisfaction studies.

Raise Your Call Center Quality by Going to the Cloud
As anyone in the business will attest, call center customers are a fickle bunch, and they rarely call to heap praise on a company. Usually when the phone rings, there is some kind of problem, peeve or personal issue that has vexed them enough that they've tracked down your number and want a resolution now.

A Most Timely Idea: Work-at-Home Call Center Agents
So far, the winter of 2014 has been a boon for ski resorts, plow-truck drivers and hardware stores selling salt, sand and shovels. For the rest of us? Not so much.

Florida Tax Collector's Office Moving from IVR to Call Center
The Pasco County (Fla.) Tax Collector's office believes that its transition to a call center, rather than a call program, will mean happier citizens who get quick answers to their questions.

inContact's Solution Wins TMC's 2014 CUSTOMER Magazine Product of the Year Award
inContact's Personal Connection Outbound Solution has won the 2014 CUSTOMER Magazine Product of the Year Award, TMC has reported. The award recognizes products and solutions that have truly improved the customer experience.

Emergency Response Time Boosted in India with New Call Center App
A non-profit organization offering emergency management services in India, has devised a mobile application that automatically picks up the location of the caller and flashes the information to the centralized call center.

Conduit Global to Open New Call Center in Memphis Area
Conduit Global, a premier call center operator, recently announced plans to launch a new facility, which will add 1,000 jobs to the Memphis area in the next three to five years.

Savers Thrift Stores Adding Jobs at El Paso Call Center
Savers' family of thrift stores has opened a new call center that is expected to employ as many as 450 people in El Paso, Texas.

Fusion Call Centers Move Operations from Arizona to Nevada
Fusion Contact Centers announced late last week that it would be bringing its headquarters from Arizona to Reno, Nev.

Survey Reveals Contact Centers Have to Adapt to Generation Y
The 2013/2014 Global Contact Center Benchmarking Report by Dimension Data reveals contact centers have to start introducing operating models to address the needs of Generation Y.

Island Outsourcers Expands Operations into the Bahamas with New Contact Center
Island Outsourcers, a Jamaican BPO firm, recently launched a new contact center in the Bahamas that will offer advanced technology critical to meeting the demands of the outsourcing market.

Kansas Call Center to Receive More Work after Starwood Hotels Shuts Down California Facility
Starwood Hotels has announced that it will close its call center in Lancaster, Calif. and transfer that facility's duties to the company's other call centers.

The Balaka Call Center Hotline Helps Solve the Healthcare Crisis in Malawi
The Balaka call center in Malawi, Africa, serves a community of more than 200,000 people and handles inbound calls to answer health questions from residents of four surrounding districts.

Contact Centers are Good Business for Cities on the Rebound
Cities across the U.S. have found new ways to remarket themselves -- drawing industry they never considered -- and call centers have been a boon for locations looking for clean industry that provides a lot of jobs.

Do You Know Your Call Center Law?
There are many legal issues that lurk under the surface of contact center work, however, and they are numerous enough that most contact centers risk falling into a legal pitfall at least once in a while.

Connecticut Healthcare Exchange Having Problems with Call Volume
With the rocky rollout of the Affordable Care Act (ACA), the success rate of the state healthcare exchanges has been hit or miss. One state stuck in the middle is Connecticut.

Health Services Company Chooses inContact for Cloud Contact Center Solutions
A premier health management solutions company announced it has opted for inContact to unify contact center operations across ten locations and 200 contact center agents.

Do BPO Workers Need Unions?
As call centers increase their staff, there are questions surrounding labor laws and rules for these employees. The biggest one is whether it is necessary for business process outsourcing workers to organize themselves into unions.

Aspire Readies its Call and Contact Center Division for 21st Century Business
Aspire's expanded service lineup is designed for those organizations that are eager to upgrade their call center environments, so that they can play an increasingly important role in profit generation.

New Study Offers Updated Tools for Measuring Call Center Caller Patience
Even with call center use declining, phone agents are still a must-have for most large companies, which means finding the sweet spot between staffing and customer experience quality.

Comings & Goings: inContact Names New CTO
Continuing its upward trajectory in a crowded field, cloud contact center software leader inContact has announced that it has named a new Chief Technology Officer.

Ibex Global Adds 250 Jobs to its Call Centers in West Virginia
The call center industry, which is famous for its offshoring, has been increasing its domestic presence by opening more new centers and increasing the number of employees in its existing ones.

Kentucky Health Cooperative Expands Hours to Address ACA Questions
In an effort to keep up with burgeoning demand brought on by the Affordable Care Act (ACA), the Kentucky Health Cooperative is adding call center staff and extending hours.

How Call Center Services Can Protect Your Brand
As the battle to win and maintain customers is getting more challenging to fight, companies are recognizing they have a valuable tool right within their own walls with call center services.

The Call Center of the Near Future is on the Agents' Heads
Many of the technologies in the contact center have evolved in subtle ways. Externally, the most notable tool of the contact center agent - the headset - hasn't changed much.

Travelers Light Up Cruise Contact Centers to Beat the Post-Holiday Blues
While the retail contact center industry takes a large breath of relief at this time of year, stressed and frazzled from holiday buying and returns, another industry ramps up its contact centers: passenger cruise lines.

The Philippines to add 124,000 Call Center Jobs in 2014
The call center business is booming in the Philippines, potentially adding 124,000 jobs a year for the next three years, according to government estimates.

Call Centers Turn to Game Techniques to Engage Agents
Looking for new ways to keep agents motivated, call centers are turning to game techniques to improve engagement and help employees provide more positive customer interactions.

Finding the Right Customer Satisfaction Strategy for Contact Centers
Understanding what your customers want and giving it to them is one of the most important aspects of a business. While the concept seems obvious, it eludes many organizations.

VoIP HUD for Call Centers Could Reduce the Need to Outsource, Creating Local Jobs
Many Voice over Internet Protocol (VoIP) carriers offer call center automation for business phone systems, which creates highly efficient calling centers.

Florida Unemployment Call Center Committing Massive Mistakes
In Florida, there is a specific call center that is set up in order to help people receive unemployment benefits until they can find themselves a new job. Unfortunately, the center is not doing the job.

Want To Be In the Know? Rely On Your Contact Center
The contact center is the hub of customer interaction, so consider your agents as integral tools in understanding what's really going on with your customers.

West Bank Call Center Bucking the Bad Trends
Eyebrows were raised in the business world when U.K. entrepreneur Jerry Marshall chose the Bethlehem area of the Middle East for his new call center.

Improving the Efficiency of Call Centers
Though many tactics are used by call centers to improve performance, they still lag. This is evident in a survey that showed 86 percent of customers quit doing business with a company because of bad customer experience.

Many Challenges Face County 911 System Upgrades
In the case of a real emergency, where 911 needs to be called, cell phones still lag behind landlines for providing information to emergency dispatch.

Colorado Health Exchange Call Center Seeing Massive Volume
Those running the Connect for Health Colorado site are saying that the sheer volume of calls coming into their health exchange call center is causing long wait times.

inContact Improves Sales and Customer Service Ops for Direct Marketing Leader
Recently, a premier provider of campaign management and direct response marketing services chose inContact to support both its inbound and outbound sales as well as customer service operations.

I'll Connect You: Social Networks Improve Call Center Productivity and Customer Relations
Many companies are moving past a stereotype and have found that social networks, when used properly, are a valuable tool in increasing productivity, solving problems and reaching out to customers.

Best Practices: Health Call Centers Upgrading Technology to Improve Connectivity
A new report reveals industry metrics and insights pertaining to consumer health call centers, which will enable firms to compare themselves to their industry peers.

Senator Proposes Stiffening Penalties for Automated Outbound Call Violators
Senator Chuck Schumer (D-NY) wants to send illegal robocallers to jail. It's very probable that he would find few Americans who disagree with him on that score. Most of us would personally like to put "Rachel from Card Services" behind bars and throw away the key.

inContact Adds Speech Analytics Powered by Verint
inContact, a provider of cloud call center software and workforce optimization (WFO) tools, has enhanced its solutions by adding speech analytics capabilities from Verint Systems.

CounterPath Deploys New Call Center Solutions to Expand Market
CounterPath Corporation, a developer of desktop, tablet and mobile VoIP software products and solutions, is installing call center solutions that are fulfilling the requirements of this increasing market.

A Call Center Brings Hopes of Employment to a Struggling City
Saint John, the largest city in the Canadian province of New Brunswick, is in the process of adding some 275 jobs to one of its call centers.

PNC Financial Upgrades its Call Center Environment
It is imperative for call center organizations to understand creating a healthy and welcoming working environment goes a long way in improving customer satisfaction.

Call Center Reps Need Access to Customer Data
When customers dial into your contact center, they rarely speak to the same agent twice. A new agent may recommend solutions that the customer has already tried on a previous call. "Resolution" turns into an elusive white whale.

Real Estate Company's Call Center Operations Migrate to inContact's Cloud
Lured by promises of cost reduction and increased process and operational efficiency, more companies from a wider section of industries are embracing the cloud.

Learn How to Optimize the Call Center Customer Experience
Companies that adopt call center services to deliver the right capabilities for clients generally have the best intentions, but many fall short of the right strategies to make the desired dent in the market.

Study Finds that Call Center Fraud Doubled in the First Half of 2013
It has never been a secret that the perpetrators of fraud are clever and opportunistic. While security technologies designed to safeguard critical systems become more advanced, criminals find new ways around these security protocols.

'Pods' to Make Working More Attractive for Call Center Home Agents
Xerox is getting ready to run a pod pilot with some of its at-home customer care representatives, and plans to offer an incentive to employees that are willing to test out the Pods and also bring in more volunteers.

Agency Funding of Delta's Chisholm Call Center---A Boon or Bane for Minnesota Economy?
A Minnesota-based economic development agency that approved more than $10 million in financing for hundreds of projects, has now given the stamp of approval for a $5.9 million "forgivable" loan in favor of Delta Airlines.

Call Center, Red Cross Join Forces to Send Holiday Cards to Service Members
With many Americans honoring service members past and present on Veterans Day, a common reaction is why such honors don't come on a regular basis. Now the American Red Cross' Holiday Mail for Heroes program is accepting holiday cards for the next few weeks.

Dimension Data's Survey Reveals Omnichannel Communications Crucial for Call Centers
A recent survey from Dimension Data, a provider of Information and Communications Technology (ICT) services and solutions, says customers are increasingly dissatisfied with the call center services delivered to them.

inContact Integrates Cloud Contact Center Solution with Gryphon's DNC Compliance Solution
inContact, a provider of cloud-based call center services, has just integrated its cloud contact center solution with Gryphon's real-time, Do-Not-Call (DNC) compliance solution for outbound sales-and-marketing organizations and contact centers.

How Much? The Rising Cost of the Affordable Care Act Call Centers
With so much money invested in the launch of the ACA website - $394 million so far, according to the Government Accountability Office report - you'd think money would have been the least of their worries.

Maine Debates the Status of Call Center Jobs in the State
The Bangor Daily News recently reported that the state has added nearly 2,000 call center jobs over the past five years, according to employment data from the Maine and U.S. Departments of Labor.

Contact Centers Must Put Quality over Quantity to Survive in a Multichannel World
Global information and communications technology (ICT) services and solutions provider Dimension Data recently released the results of its Global Contact Center Benchmarking Report for the 2013-2014 period.

Illinois Tollway Employing the Visually Impaired and Veterans in its Call Centers
The Tollway call center in Illinois is partnering with University of Illinois at Chicago (UIC) and The Chicago Lighthouse, a regional social service agency that assists the visually impaired, to start employing veterans and the visually impaired.

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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.


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.


Dialer Software Call Center Services

Call Center Services
Your call center uses a unique blend of technology and training to make sure customers have the best experience every time.