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inContact's Second Major Release This Year Includes Intriguing Functionality Additions

inContact's Second Major Release This Year Includes Intriguing Functionality Additions

October 11, 2013
By Tracey E. Schelmetic, TMCnet Contributor

Cloud-based contact center solutions provider inContact recently introduced Version 13.2, the second major release of its flagship solution this year. The updated product includes new call prediction technology, mobile functionality and a new agent console that was written natively on Force.com for Salesforce.com (News - Alert) users. The new release was designed to enhance personalized service experiences, delivering more 1-to-1 connections with customers while providing game-changing contact center effectiveness, said the company.


"Unlike legacy premise solutions that lock customers into an 18-month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges,” said inContact CEO Paul Jarman.

Most notable among the features in the new release is technology that helps eliminate the off-putting delay customers hear from companies using outbound dialing technology. This glitch happens because a process within most predictive calling technologies -- call progress analysis -- can take up to several seconds to determine if a live person has picked up the phone. It can take several more seconds to find the right agent to take the call, wrote CRM Buyer’s Erika Morphy in a review of the product recently.

inContact’s new Personal Connection outbound solution uses patented technology to eliminate these awkward delays in greeting the caller while allowing agents to make multiple predictive calls. This, in turn, can help reduce or even eliminate abandoned calls.

There are other features and upgrades as well, Madelyn Gengelbach, director of market intelligence at inContact told CRM Buyer, but the new call prediction feature is the company's pride and joy for this particular release.

"It is called Personal Connection and we have put a lot of work into it, not to mention three patents on the technology," Gengelbach said.

The new release of inContact is also increasingly mobile: the Supervisor on the Go application for the iPad allows call center supervisors and managers to monitor and remote administer contact center applications from anywhere, while receiving alerts in case of problems. While the feature was developed natively in iOS for the iPad, inContact says it plans to offer the feature for iPhones and Android (News - Alert) devices in the future.

Finally, this version of the inContact product has an agent console that was specifically built on the Force.com platform by Salesforce. inContact reportedly worked on the design to ensure that is was able to include the user interface as much as possible and still keep it streamlined, Gengelbach told CRM Buyer.




Edited by Rory J. Thompson



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