How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the Aberdeen Group. After you define your job function, you’re taken to a customized assessment that asks about your primary goal and...

Last week, I spent a couple of days at the ICUC 2013 venue, The Westin Lake Las Vegas Resort & Spa. I've been working out the logistics for our keynote speakers, Tim & Kris O’ Shea. These two are not only well-versed industry professionals who understand the demands of running a successful contact center, but they’re also...

We believe one of the secrets for long-term success is creating a thriving community of customers and partners. In 2013, the inCloud partner network continues to prosper with a new partner directory and app showcase. Now the inContact web site offers a single place to turn for all customer-facing business solutions. inContact customers can browse partner apps,...

As the cloud contact center leader, it's our role to deliver powerful innovation that allows our customers to dramatically enhance their service delivery strategies." - Paul Jarman, CEO of inContact. Innovation is a big commitment, and this month we're rolling out the first of our major updates for 2013. When we spoke with analysts and press contacts last week,...

My early background was in telecommunications and when inContact made the decision to change from a T1, DS3 and traditional TDM based telecom network to a VoIP driven telecom network, I helped to develop our first VoIP training program using a book called Carrier Grade VoIP. As with many telecom technologies, often you cannot simply say...