Contact Center Quality Management Featured Article

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that it has made enhancements to its all-in-one cloud suite. The enhancements are made across the core contact center infrastructure, contact center applications and workforce optimization.

With the upgraded version of inContact’s cloud contact center software, companies can improve customer service with a combination of customer insight and technology. Some new features in inContact 14.1 include Workforce-Intelligent Contact Center and new context-aware SMS capability, among other options. The solution doesn’t require expensive hardware or software. Companies utilizing the new offering can start with ACD and IVR, and add customer feedback, CRM/ CTI (News - Alert) integration, dialers, quality management, workforce optimization and management, reporting and analytics.

"The bar has been raised. Companies need to redefine the customer experience they deliver," commented Sheila McGee-Smith, McGee-Smith Analytics. "Capabilities like the Context-Aware (News - Alert) SMS and Workforce-Intelligent Contact Center built into this release by inContact -- and the promise of continuing innovation -- give companies the tools to meet customers' rising expectations."

inContact CEO Paul Jarman said, "inContact is setting an aggressive pace for innovation in the contact center industry. With this release, we are strengthening our cloud platform and suite of products to address the advanced interactions that customers expect today. And we are building in sophisticated analytics and reporting tools to drive insight and operational efficiency across the customer journey."