Sending Files with inContact

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When an inContact customer needs to send a file, such as a contact that has been recorded, from an inContact script back to a server on their network, they have more than one option.  They can email the file as an attachment.  They can use the SENDFILE action, which uses the standard FTP protocol to send the file back to an FTP server on their network.  Both Email and SENDFILE actions typically accomplish this task sending one file at a time.  When there are larger volumes of files or very large files being sent, it may be more efficient to use the inContact FTP serve

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G711! G729! Hike! Hike! Hike!

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Lets start with a little technical mumbo jumbo.  Most of the energy of human speech is contained within a bandwidth range of 300-4000 Hz (cycles/second) so when the telephone network processes your voice, the first thing it does is constrain the audio it is processing to that frequency range.   It is now ready to digitize your speech for transmission.  The traditional codec for speech has been U-LawG.711, u

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InContact Best Practices and Minimum Requirements

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When I was 17, my first car was a 67 Cadillac.  Sure, it floated like a cloud, but that was because the steering linkage was so loose that it was more like guiding than steering.  One headlight housing was cracked, so that light was became my search light that was watching the bushes by the road as I drove by.  It had lots of interior room because it had no seats.  It had a powerful V8 engine, powerful that is when all eight cylinders were working.  You get the picture.  But at the age of 17, and my first car, it met my minimum requirements .   Later, with the responsibilities of a spouse and parent, my minimu

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Use Local Numbers As Well As Toll Free to Hear From Your Customers

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I find it interesting that prior to toll free numbers, the only way to get a hold of a company for sales or customer support was via a local, LEC provided 10 digit telephone number that the caller paid the toll fee on or a customer calling collect (then called transferred-charge service). It wasn't until 1967 that toll free numbers were introduced by AT&T and at the time, only major hotel chains used them.

Since then, toll free service grew to  huge proportions to the point where the industry ran out of 800 prefixes and moved on to consuming 888, 877, now working on 866 and have in reserve 855, 844, 833, 822 and several more.  But enough of the history lesson.  This is about Local Numbers, an alternative to Toll Free.

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Using WFO to Achieve Competitive Advantage

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Competitive advantage in a call center is all about providing best of breed service in the most efficient way possible which, to the many that strive for this, is more difficult to achieve than one might expect.  It is this difficulty that makes achieving such optimal levels a powerful advantage.  Although there are many factors that contribute to this success, a call center must focus on the agent to set itself apart. 

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Are Brokerages Part of our Future in SaaS…

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Gartner recently published a prediction that we will see a rise in Cloud Service Brokerages (http://bit.ly/Rxn2F) as a result of the steam that SaaS is picking up.  In fact Gartner has also predicted that "…worldwide cloud services revenue will surpass $56.3 billion in 2009, which is a 21.3 percent increase over the $46.4 billion generated last year. The market could reach $150.1 billion in 2013, Gartner said."

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