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Jim Tanner Joins Hosted Call Center Solutions Provider inContact as SVP of Product and Strategy

Jim Tanner Joins Hosted Call Center Solutions Provider inContact as SVP of Product and Strategy

January 12, 2010
By Patrick Barnard, Group Managing Editor, TMCnet

Hosted call center solutions provider inContact recently hired Jim Tanner to serve as the company’s senior vice president of product and strategy.

According to a press release, Tanner has a wealth of IT and telecommunications experience in both domestic and international markets, having previously worked in product and market strategy for Unisys (News - Alert), Novell, Realm Business Solutions, and others.

InContact developed the new position in an effort to bring product development into the same reporting structure, in order to be more responsive to rapid market changes.

In this newly developed position, Tanner will be responsible for helping inContact to grow internationally and to continue to refine its solutions to better meet the needs of its customers. He will be in charge of bringing the inContact’s hosted call center solutions to market, developing new marketing strategies and establishing analyst alliances.

inContact’s hosted call center solution is a “cloud”-based service delivered via the company’s dedicated network. That means, unlike other SaaS (News - Alert) providers that deliver their apps on a “best efforts” basis across the public Internet, inContact has full control over scalability, security and application performance.

“Our customers trust us with their customer interactions, and we take that responsibility very seriously,” said Paul Jarman, inContact CEO, in the release. “We have worked diligently to build our solution set to continue to meet the needs of our customers, and with his proven track record of revolutionizing solutions, Jim will be a key driver in building our next generation offering and telling our story to the world. His experience will be instrumental as we explore exciting opportunities both domestically and internationally.”

inContact made news in November when it announced a new CTI (News - Alert) adapter facilitating fast and simple integration with Salesforce CRM. According to a press release, the integration optimizes the entire call center cycle, from call routing to customer handling: Intelligently route the call through the automated call distributor (ACD) and interactive voice response (IVR) based on a customer's history and status. If an existing customer with an open ticket calls into a customer support line from the phone number in Salesforce CRM, for example, the ACD can route the call to the agent already familiar with the case.

In addition, the combined solution facilitates automated screen pops on agent desktops, showing caller information from Salesforce CRM on the agent's screen, including name, contact information, purchase or service history and open tickets. The CTI adapter unifies Salesforce CRM and inContact into a single user interface for fast and efficient call handling.


Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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