» Dialer Software Featured Articles

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

Dialer Option Helps Win New Contract
inContact is helping a major city transition over to a cloud contact center model.
6/10/2015

More Than Tech: Dialer Software Needs a Clear Voice, Too
Your contact center's recorded voice should accurately represent your brand and encourage your caller to complete a goal.
6/4/2015

Call Centers Get Their Time to Shine
Cloud call center leader inContact has announced that nominations are now open for the company's annual 'MoJo Awards.'
6/3/2015

Dialer Options, Other Offerings Nudge Client Toward New Provider
A new enterprise customer says it will implement inContact's proven, multi-tenant cloud solution with Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options in its contact center.
5/29/2015

Callers Want Fast Solutions. Too Much To Ask?
As you add documents and change them - something which happens in most contact centers daily - agents must try to memorize more and more locations.
5/28/2015

Colleges 'Dialing for Dollars' Get Creative
Higher education seems to have gotten wise to the benefits of using the latest technology to make their call center efforts more productive.
5/22/2015

Outbound Campaign Management Helped by New Software Offering
As inContact customers interact with companies they expect multichannel, personalized experiences that are connected throughout the journey.
5/21/2015

Once Dialed, Then What? Speech Analysis Growing in Use
With speech analytics, contact centers can identify problem areas and training opportunities before an escalated or litigation scenario arises.
5/14/2015

Coming Up: Each Call Sliced and Diced for Data
According to a recent survey, 70 percent of U.K. customers speak to an average of two to five customer service representatives before resolving a single issue. That's about to change.
5/12/2015

Callers Need to Feel They're 'Being Heard'
It doesn't matter how good your product is; if callers feel neglected, you're going to lose them as customers.
5/7/2015

'Guide to Contact Center Reporting' Offers Insights
A set of new statistics underscore the point that having better reporting tools on hand in the contact center should be a priority, and upgrades in that direction are a smart idea.
5/5/2015

inContact's Tools Prove a Winner for Client
InContact's automatic call recording is a tremendous tool that has helped Workfront dramatically increase the quality of leads generated.
4/30/2015

Industry Leaders Join up for Better Solution
Two powerhouses in the contact center industry have debuted a new joint venture to further cement their place in the business while helping call centers improve operations.
4/27/2015

inContact's New Offerings Appeal to Healthcare Call Center
A health services company is set to implement inContact's core contact center platform featuring an integrated Interactive Voice Response and Automatic Call Distributor system.
4/22/2015

Once a Client Picks Up, Then What?
Dialing can only go so far. A properly prepared employee is your best investment.
4/21/2015

Better Dialing Options Lead Health Company to inContact's Cloud
The complete inContact solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.
4/15/2015

More Choices Make Cloud Connection a Viable Option
A leading Business Process Outsourcing (BPO) with a number of retail clients has decided the time is right to move its business to the cloud.
4/14/2015

Data Gathered in Call Centers has Real Value
Quality reporting is a constant struggle and beneficial, reliable reporting that contact centers can use to drive business decisions is rare, but worth it.
4/9/2015

Contact Center Callers are a Fickle Bunch: Finding
Cloud call center leader inContact has released the results of its new research detailing what customers experience when interact with a contact center, and the findings are quite revealing.
4/8/2015

Call Center Dialing? That's so 2014
If customers can't get an instant connection with you or your company, they have no compunction about jumping ship.
4/1/2015

Manage Your People, Manage Your Success
It can be generally agreed upon that raising the quality of a call center business and its dealings with clients can benefit everyone.
3/31/2015

Hello? Callers Expect Top Service, or They're Gone
Survey says consumers expect a personalized, omni-channel customer journey that includes agent service continuity and choice of channels for follow-up communications.
3/26/2015

Vacation-Planning Calls Just got Easier
inContact says a leading travel and hospitality provider has selected its cloud platform to unify customer service operations across more than five contact centers.
3/24/2015

Trade Group for Call Centers Announces Member Renewals
Cloud contact center software leader inContact has just renewed its commitment to an important trade organization, as a continuing sign of its commitment to the industry and a willingness to help others.
3/19/2015

Marketing Firm Sees Bright Spots in inContact's Offering
A cloud solution is expected to help one company achieve new heights through its call center.
3/17/2015

'Dialing' No Longer the Only Option for Call Centers
As technology has raced forward, so have the choices that call center customers now expect as a matter of course.
3/13/2015

Dial or Digital? Latter Option is Gaining Traction
A new survey shows nearly 60 percent of call center organizations implementing customer experience initiatives on a cross-departmental basis, making it a massive priority.
3/11/2015

Call Centers Face Big Changes in the Near Future
Changes in technology are bringing about a massive shift in the way that consumers reach out to contact centers.
3/6/2015

Call Center Satisfaction Up, but There's Room for Improvement
The Contact Center Satisfaction Index has gone up this year, but no one can rest easy just yet.
3/4/2015

Who's Answering? It's More Important Than You Think
Collected data can be used to help recruit some of the best hires you've ever had.
2/26/2015

Dialing for Dollars? inContact Comes Out on Top Again
inContact recently signed a new contract with a contact center in a well-known travel company and has begun a partnership with Black Box Network Services, which all helped it achieve a record year.
2/24/2015

Dialer Ability One Reason of Many for New inContact Contract
Advanced features, quality and reliability of service were primary considerations for one company when it settled on inContact for its call center needs.
2/19/2015

New Partnership Heightens inContact's Profile
inContact and Black Box Network Services have announced that they will being working together to better meet enterprise demand for call center systems.
2/18/2015

Dialers, IVR Work in Tandem for Easier Payment Options
By reducing cost and improving the customer's experience, companies are likely to retain their customers and can extend their business hours to a longer operation.
2/12/2015

Is Your Staff Ready When They Answer the Phone?
With 60 to 70 percent of contact center costs associated with labor, companies consistently struggle with having or supporting an effective Workforce Management strategy.
2/12/2015

Dial 'G' for Growing
A staffing company was in need of a flexible platform for an expanding division, and so chose inContact's cloud solution for its new 350-agent contact center.
2/4/2015

inContact's IVR Capability Helps Land New Contract
Direct Interactions will initially implement inContact's core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems.
2/2/2015

Call Center Business Under Fire in the Philippines
A recent report noted that some 94 percent of the Philippines call center industry is with American companies, who outsource their business to the island nation. That may soon change.
1/30/2015

Need help? Call Center Leaders at the Ready
CCNG has just announced upcoming March and April Customer Experience and Engagement regional events sponsored by CCNG members.
1/29/2015

Busy Signal: Central America Eyed for Call Centers
Research shows the region is ripe and ready to start answering the call. Which major company will make the first move?
1/23/2015

Dialing for People: Philippine Call Centers Expanding
The Call Center Association of the Philippines [CCAP], which groups more than 100 call center companies, said revenues were expected to grow 15.4 percent in 2015 to $13.5 billion from about $11.7 billion in 2014.
1/22/2015

When You Finally Get Through, Ditch the Script
Surveys show that customers can always tell when the operator is reading off a script, and they rightfully resent it.
1/16/2015

When Your Dialer is Answered, What's Next?
One of the easiest ways to help align your behavioral scoring is to create clear definitions of each behavior and definitive definitions of each scoring element.
1/14/2015

Contact Center Workers Know How to 'Make the Connection'
In spite of what some might believe, there are a number of positive aspects to working in a call center. One is the skills you take when you leave.
1/9/2015

Call Centers Taking Deeper Look at What They Measure
The big trend this year in call centers is going be 'performance metrics', where the powers that be will start taking an even closer look at what they're getting for their money.
1/7/2015

inContact Plans Upward Move in 2015
Call center leader inContact celebrates growth with announcement of coming 350,000 square foot campus in Utah.
12/23/2014

Be Proactive; Hire Virtual Operators to Relieve Call Center Stress
A new study shows that more than 40 percent of retailers have hired extra help for the holiday season. While all of this seasonal business is increasing sales for retailers, it is also increasing stress in call centers.
12/18/2014

Dialing for Healthcare Help? The Agent Might Not Know it All
A new survey shows that those answering phones at healthcare contact centers need more education to better answer callers' questions.
12/16/2014

There's More to a Call Center Than Just 'Calls'
Social media has firmly cemented its place in society. Now call centers need to get on board as well, so that those using it have another way to reach out for help.
12/11/2014

Call Center Software Helps: Happier Workers Helps More
A new published report backs up the idea that remote call center agents can be a strong asset to any company if given the chance.
12/10/2014

When is a Dialer Not a Dialer?
The Telephone Consumer Protection Act (TCPA) prohibits making any autodialed call or text message to cell phones without the called party's prior express consent.
12/5/2014

ACD, IVR Offerings with inContact a New Customer
The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.
12/5/2014

Dialing for Dollars: inContact Helps Health Biz Thrive
inContact's many call center offerings are being used to help Colorado-based MINDBODY expand its business and keep customers coming back for more.
12/4/2014

Dialing Depression? Contact Center Workers Need a Boost
An online story recently addressed the demands that are placed on call center workers and how those demands can have very real physical and emotional tolls on those workers.
11/25/2014

APAC Call Centers Easing Off Technology for a Better 'Customer Experience'
A new report says the contact center industry has shown some reluctance to invest in application technology, and is putting more effort into improving customer experience.
11/21/2014

Government Call Center Easily Manages ACA Inquiries
The Department of Health and Human Services said that more than one million people had visited healthcare.gov as of November 17 and its call center handled more than 200,000 calls over the weekend.
11/20/2014

Positive Customer Experience Starts with 'Hello'
According to a new report, 25% of online revenue is lost because of a bad customer experience. You can attract all the traffic you want, but it does little good if customers leave you and go to a competitor.
11/13/2014

Dialing for Dollars? inContact Posts Strong Numbers for Q3
inContact just came out with its earnings report, and numbers were good thanks in part to the company's many solid offerings in the contact center space.
11/12/2014

Ups and Downs: Layoffs, then Hiring for one Telecom Company
Two hundred new jobs are expected at a newly minted call center.
11/7/2014

Court Rules on Autodialer Under TCPA Rules
Companies that use a third-party Web-based platform to text customers or potential customers are not in violation of the Telephone Consumer Protection Act, or TCPA.
11/6/2014

Build Workers' Trust, and the Rest Will Follow
In the tech industry, buzzwords and "buzz-phrases" come and go almost daily. But one that's starting to show some strong staying power is the term "employee engagement."
10/31/2014

Dialing Up Success: inContact Names Award Winners
inContact recently recognized a number of outstanding clients with its "Mojo Awards" at ICUC, the inContact User Conference, held this year in Orlando, Fla.
10/30/2014

As Technology Changes, So Must the Contact Center
Millennials are more likely to consult their social networks online for a purchase than an industry expert. When they need support, they prefer to go online to find a solution before speaking to a CSR.
10/23/2014

Dialer Software Part of New Package for Financial Call Center
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution.
10/23/2014

Dialing Up the Best Call Center Partner Makes Strong Business Sense
Call centers have become an integral part of every business as they have a dedicated team to handle customer requests and complaints.
10/17/2014

Where are Indian Call Centers Going? The Philippines
A new study says India has seen a recent exodus of Business Process Outsourcing (BPO) from its shores, and most of these businesses have made the Philippines their new home.
10/13/2014

New Customer To Benefit from inContact Cloud Center
A global player in safety products and services announced it has selected inContact's award-winning cloud contact center platform for its own purposes.
10/10/2014

Contact Centers: Getting Better All the Time
When it comes to contact center customer service, a new report says about 60 percent of consumers reported they've seen an improvement in the service since 2013.
10/7/2014

Be Proactive in Building Valuable Customer Loyalty
Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer's question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While some companies are competent at the first task, the second goal is much more challenging. "Keeping customers happy" doesn't have a simple recipe or checklist to follow.
10/3/2014

Tips for Selecting an Outbound Contact Center Services Provider
While outsourced outbound contact center services are a good option for many companies who wish to put their outbound campaigns in the hands of professionals, it's critical to examine the details. There are vast chasms of quality between different outsourced services providers. Before you look, know what you want.
10/3/2014

Cloud Aids Call Center Dialing
The cloud is an attractive place for the contact center market, as it allows companies to expand their horizons without investing the necessary dollars to support a brick-and-mortar build-out.
9/26/2014

Feedback Boosted by inContact Solution
inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.
9/25/2014

inContact Demonstrates Cloud-Based Expertise
inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.
9/16/2014

Call Center Fraud a Rising Concern
A new report, "Preventing fraud in the call center: Use voice biometrics, phone printing," addresses the issue of call center fraud and the steps operators can take to mitigate this threat.
9/15/2014

Fraud Worries? Contact Center Data Can Help
In the cat-and-mouse game that is fraud prevention, the contact center is an underutilized resource for those looking to prevent fraudulent banking activity.
9/12/2014

Contact Center Hiring is on the Upswing
The U.S. call center industry, after taking years of hits when the recession first began in 2008, seems to be looking brighter as of late. Many companies that were laying people off are now taking on call center agents in large numbers.
9/9/2014

Proper Call Center Headsets Go a Long Way Toward Success
The best headset is the one that lets call center reps answer calls. But there's more that goes into the right choice of a call center rep's headgear.
9/4/2014

IVR Can Help Capture True Customer 'Voice'
It's not uncommon for a company to employ IVR technology to streamline common interactions or to launch a survey. If a consumer can easily answer a few questions before they end a call, you may be more likely to capture the actual voice.
9/3/2014

Calling All Employers: 'Engage' Your Workers
The 'employee engagement funnel' may sound like some sort of human resources torture device, but in reality it's the metaphorical process that companies must urge employees through to attain high employee engagement.
8/27/2014

Organization Dials Up inContact's Cloud
A consumer protection service company has tapped inContact's cloud contact center software to meet its needs as it expands.
8/26/2014

Finding: Engaged Employees Pay Big Dividends
Many companies are striving to build their reputations online and in social media through customer advocacy programs that induce happy customers to act as unpaid "brand ambassadors in social media settings."
8/20/2014

Financial Firm Dials up inContact Help
A financial services provider has replaced its old premise system by deploying the inContact cloud solution. The company will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.
8/19/2014

Performance Automation Helps Call Center Managers
It's no surprise the call center is viewed as a cost center, stressing even the most experienced of leaders. But call center services that capture operational data can quickly link that to agent performance and demonstrate their value.
8/13/2014

Contact Center Growth Continues WAY South
A new report has found the contact center market in Latin America earned a healthy revenue of $260.4 million in 2013.
8/11/2014

Connected Call Center Workers Add to Bottom Line
Research tells us that most American employees are disengaged from their jobs, and this is a big problem. Engaged employees are far more productive and innovative, and are needed to grow a company successfully.
8/8/2014

Cloud Platform Serves inContact Clients Well
inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm.
8/4/2014

ACA Queries Still Hitting Contact Centers
While the deadline for the Affordable Care Act (ACA) open enrollment period is long past, call centers, especially those in California, are still working the phone lines to help people who are waiting for their applications to be processed.
7/29/2014

The Contact Center in 2024
At the heart of the call center, the phone is still the primary source of contact between customers and agents.
7/28/2014

Millennials can Bring a New View to the Call Center
According to a recent blog post, millennials have some decent skills to bring to the table, and would be well-suited for the contact center.
7/22/2014

Help is on the way for Underperformers
Contact center turnover is often very high, so many companies are hesitant to simply show low performers the door before trying to salvage that person's employment at the company.
7/21/2014

New Technology Trends Boosting Call Center Effectiveness
One of the leading providers of contact center services around the world conducted a study on call center technology and which trends are most popular within the industry.
7/18/2014

inContact Raises Quality of Healthcare Provider
Cloud call center provider inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.
7/16/2014

Social Media Key to Boosting Call Center Services
With the introduction of social media, the game has changed in call center services. It's no longer enough to offer your customers the opportunity to call in with a problem or concern.
7/10/2014

  • Dialer Software on Facebook
  • Dialer Software on Twitter
  • Dialer Software on Youtube

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.