Intrinsic to our system design is the concept of a cluster.  InContact has two primary POPs or data centers, one in Los Angeles and one in Dallas.  Both POPs and the facilities they are housed in are state of the art, providing power, cooling and security.  A cluster will be designed with redundant components in each POP, ensuring service survivability in the event of local geographic disasters and outages.  Our network, in turn, is designed with services that can operate out of either LAX or Dallas.    The question that is often brought to me is &lsquo   Read more»

Process changes can be difficult to handle; and especially if they are unexpected. All too often communication is a forgotten necessity of the workforce management team. The purpose of this series is to help workforce management teams to get out of the silo, help their centers understand what workforce management does, and make it easier to implement schedule process changes. Part Three of a Five Part Series:    Read more»

So, you’ve got your workforce strategy committee together. Now what? As previously mentioned, any little schedule tweak can cause a tidal wave. Why? Well, because, you’re impacting the lives of your agents’ and most often, they don’t get any say. Let’s change that.

Part Two of a Five Part Series:    Read more»

SIP Trunking is becoming quite the buzz word on the web and in trade magazines.

Many carriers and application service providers offer them, but many have a different interpretation of what they are and how to use them, so let's start there.

SIP trunks (minus the Websters or Wikipedia definition) are essentially physical or virtual IP connections from carrier/provider to customer.  In essence, they are the IP version of a traditional PRI T-1. You can certainly look at them as a T-1 replacement and the media is correct in saying they are cheaper in many cases, more flexible, and quicker to implement.

All of those are true in many cases.    Read more»