Transforming customer experiences

Note from the editor: I’m always enthralled by the pace of technology. This blog entry is a gem from 2009, and it addresses issues that were frequently encountered with land lines. In 2013, Pew Research reported that over 90% of adults now use cell phones, which makes the problems addressed in this blog completely moot. It’s worth...

Deploying a SaaS application is new for many companies and there are lots of people willing to offer advice on how to evaluate and select the right SaaS solution. Alistair Croll offered a good set of questions to ask when evaluating SaaS. I like his advice because it offers a good holistic view of SaaS and...

Gartner VP Robert P. Desisto has recently publish research entitled, "Fact Checking: The Five Most-Common SaaS Assumptions" to help people understand more about Software as a Service and debunk potential myths. Of course, I couldn't let this one go without commenting on it. So here it goes: Assumption 1: SaaS is less expensive than on-premise...

Data security is on everyone's minds these days and at inContact, we are keenly aware of the need to protect your data. As you use various applications such as Webmanager you may notice the 'https' that precedes the URL. That 's' means that the data connection to Webmanager is encrypted, or encoded in such...

I have always been proud of the customer service mindset here at inContact, Inc. We believe that we don't just earn the business of our customers once, but that we earn their business every month as our customers are satisfied with the service and continue to subscribe to our SaaS business model. Recently, an article...

I recently read a report from Gartner titled "User Survey Analysis: Software as a Service, Enterprise Application Markets, Worldwide, 2008" that had some interesting results regarding the adoption of SaaS products in enterprises. The bottom line: first, enterprises love SaaS. Second, there is still plenty of room for SaaS to grow in the enterprise space....

The economy today is crazy. It is hard to predict anything…and for good reason. It is apparent, based on unemployment levels, that businesses are being cautious and are carefully using the capital they have on hand. However, companies still need to conduct business so that our economy has momentum to come back. Business systems that are delivered...