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inContact Starts off 2014 With Cloud Contact Center Software Update

inContact Starts off 2014 With Cloud Contact Center Software Update

May 14, 2014
By TMCnet Staff

Continuing its strong lead in the contact center space, inContact, the leading provider of cloud contact center software and contact center agent optimization tools, recently debuted the first of its major platform enhancements for 2014.


According to the company, the latest enhancements to inContact’s all-in-one cloud suite are designed to help companies combine both customer insight and technology to create what it describes as “breakthrough moments across multiple service interactions in the customer journey.”

“inContact is setting an aggressive pace for innovation in the contact center industry,” said inContact CEO Paul Jarman. “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. ”

The new offering incorporates a number of innovations including:

  • The Workforce-Intelligent Contact Center: Enhanced integration between WFM and the outbound dialer enable full outbound scheduling;
  • Deep integration with cloud CRM solutions -- Salesforce, Oracle (News - Alert) RightNow: New integration with Oracle RightNow includes embedded inContact controls and media bar, voice and work item routing, screen pops, click to dial and call logging;
  • Context-aware SMS Conversations between Customers and Agents: Now mobile SMS messages can be routed through the inContact cloud universal queue to the appropriate contact center agent who is able to respond and to interact with the customer in a two-way conversation via mobile text;
  • Enhanced Outbound Features Personal Connection Outbound Solution: In addition to delivering no-pause dialing, Personal Connection now includes advanced campaign management, expanded reporting and workforce management (WFM) integration.

The new enhancements have been well received in the call center space.

“The bar has been raised,” said Sheila McGee-Smith, founder and president of McGee-Smith Analytics.   “Companies need to redefine the customer experience they deliver. 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 Jarman agreed. “The beauty of the cloud model for our customers is that we can simplify the complexity of advanced, omni-channel interactions. We will continuously innovate to make it possible for companies to provide more convenient and more personalized services to their customers.”


Edited by Rory J. Thompson



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