On Wednesday, I hosted our 22nd inContact Problem Solved roadshow in Louisville, Kentucky. Aside from the discussions of Kentucky basketball, bourbon and horse racing, we had some terrific presentations from customers Ray Valentine from KM² and Mike Miller from Corrisoft. While their businesses are radically different - Ray's company provides outsourced contact center services and Mike's company is in the correctional market - what was remarkably similar about them was... it's all about growth.

KM² continues to add new customers, agents, campaigns and geographies in order to service their growing base of financial services, insurance and telecom customers. Corrisoft is doing some truly innovative stuff around services for correctional institutions and their populations. Both these organizations are laser focused on fast growth - and they look to the cloud to enable their expansion.  As Mike Miller so eloquently said, "I don't want to worry about building call centers... I just want to be able to communicate with my customers and grow my business."   Read more»

OK…I admit it…I’m sort of a type A personality.  In fact, it’s true of most of the great Marketeers I know.  We tend to be high-powered types who live on adrenalin and deadlines.  From the outside, Marketing seems like a glamour job but, for those of us on the inside, we know its elbow grease and a ton of hard work with a small amount of magic and glitter at the very end to make it all sparkle.  So what makes marketers – and most people – run even harder than they naturally do?  Appreciation.  Take a look at this post on Harvard Business Review.   Read more»

I’m very happy to share with all of you the details of an announcement we made this morning - Verizon is teaming with inContact to offer an advanced suite of cloud-based Virtual Contact Center services.

Nine out of 10 of the world’s leading financial firms and countless other world-class businesses rely on Verizon’s Contact Center solutions to strengthen their customer relationships.  Verizon selected inContact, after an extensive review of the players in the market, to build on their successful track record by accelerating delivery of innovative customer care capabilities as part of their strategy to provide enterprise cloud solutions for multinational and government customers worldwide.   Read more»

As you may have noticed this morning, we announced a fantastic expanded partnership with Verint Systems Inc. We've been partners with Verint Systems for the past year, as we've been offering their award winning workforce management (WFM) solution through the inContact cloud to our customers. The partnership has made Verint's fantastic solution available to companies of all sizes.

The partnership has been a great success for both our companies, and we are now very happy to have expanded our relationship with Verint... we are now offering a complete portfolio of workforce optimization solutions in the cloud through this expanded partnership.   Read more»

Regardless of the right way to do things, most organizations consider the service experience from the company's perspective and not from the customer's.  This makes for an inside out approach that can be less than satisfying.
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As I’m sure you’ve heard by now, we just announced a worldwide distribution agreement with global unified communications leader, Siemens Enterprise Communications.  In addition, an affiliate of Siemens Enterprise Communications has made a strategic investment in the company. I’m thrilled to share with you some of the details of the agreement, as it underscores our undeniable leadership of the growing cloud contact center market.

Worldwide distribution agreement
Under the new commercial agreement, Siemens Enterprise Communications will be the exclusive master distributor for the inContact cloud contact center software portfolio in Europe, the Middle East, and Africa and will deliver the solutions under the Siemens Enterprise Communications brand name.  Siemens Enterprise Communications will also resell the inContact portfolio in the U.S., Asia Pacific and Latin America.  inContact will establish the cloud infrastructure required to support this new agreement in Europe and will enable and train the Siemens Enterprise Communications  team to independently sell, implement and support its global cloud contact center customers.   Read more»

Customer trust is a must in today’s hyper-competitive, ultra-connected business environment and companies that lack trust will quickly lose customers to the competition. Additionally customers have more power than ever before to voice expectations and opinions through their social networks and online communities.

The question is—how do companies take their customer experience to the next level to build customer trust? This can be done by being more responsive and proactive, delivering consistently on brand promises, listening to customers and acting on that insight.   Read more»

Last week, I emceed the second stop on our 21-city Problem Solved tour – in beautiful, spring-like Atlanta, Georgia.  It was an amazing event with a huge turnout – bringing together customers and prospects from a wide variety of industries - from manufacturing, to health care, to government, to financial services.  The folks in the room represented an eclectic mix of roles – IT, contact center managers, strategic planners and business owners. But they shared one common concern – how to enhance the service that they provide to their most important customers and use it to create a compelling competitive advantage in their marketplace.   Read more»

How is your company catering to the specific needs of its varying customers?  Are you approaching each type of customer with a typically identical level of support?  If so, it's time to formulate a new strategy. Each and every customer brings a different value to your company and the differentiating level of support they receive should reflect that.

Are you aware that according to Accenture research, companies that have optimized their support channels to differentiate service by customer value have seen revenues rise by two percent while reducing operating costs by eight percent?  Service-level differentiation is no longer an option -- it is an absolutely critical component to success in today's complex business environment.   Read more»