TMCnet News
inContact Announces Second Major 2016 Release of Award-Winning Customer Interaction CloudSALT LAKE CITY, June 28, 2016 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and workforce optimization tools, today announced the details of its second major release of Customer Interaction Cloud for 2016, version 16.2. These advancements are centered on providing inContact customers the power to achieve their customer experience and business goals by unlocking the true potential of the cloud. "Customer experience is the new battleground," said Paul Jarman, CEO of inContact. "We are constantly innovating in the cloud to ensure contact centers have the most advanced features to meet the expectations of their customers, and to help them achieve their business goals faster and easier, with greater flexibility and confidence." Updates to the inContact Customer Interaction Cloud include new capabilities across key components of its unified solution, including Omnichannel Routing, Workforce Optimization, Analytics, Voice as a Service™, and Open Cloud Platform. In this second major release for 2016, inContact is transforming one-on-one experiences so that organizations of all sizes can win every customer interaction and achieve their desired business outcomes, as they:
inContact Voice as a Service™ improves customer experience by guaranteeing carrier-grade voice quality, regardless of location. The new Regional Latency Reduction solution evaluates each call to minimize latency and ensure that high-quality voice service is delivered to every customer while simultaneously reducing the cost to deliver voice in remote locations. Also with the 16.2 release, Mean Opinion Scores (MOS) are isolated for each segment of a call, so that inContact experts can troubleshoot call quality and availability in minutes—not hours—and maximize the call experience for their agents and customers. As part of the 16.2 release, inContact's award-winning agent interface, My Agent eXperience™ (MAX), offers agents the ability to handle routed voice calls through an integrated WebRTC enabled softphone. Seamless softphone integration eliminates the distractions caused by multiple panels and saves time by providing agents with a single interface in which to manage the entire customer interaction. In addition, a new purpose-built Supervisor Interface delivers a single, consistent experience to help supervisors more effectively manage their teams' performance. Upgrades to the inView™ Performance Management dashboard, including improved internal messaging, chat, mobile and collaboration tools, promote teamwork and ensure consistency in communication throughout the contact center. Enhancements to Omnichannel Routing improve email, chat, and social media interactions to facilitate faster, more responsive text-based customer communication:
Capture and Convert Revenue Opportunities Maximize Return on Investment New and expanded Avaya® and Cisco® integrations support for inContact Call Recording and inContact Workforce Management support the latest versions of these widely deployed, on-premises systems. These new integrations make it possible for contact centers to retain their current premises-based ACD equipment and add or upgrade to the latest cloud-based inContact Workforce Optimization software as part of an overall hybrid IT strategy. inContact is making it easier for contact centers to reach their goals of driving revenue and market share while achieving greater efficiencies and decreasing costs. inContact focuses on helping organizations achieve their business goals by turning the customer experience into a competitive advantage through a suite of purpose-built cloud solutions. In this second major upgrade release of 2016, inContact continuously advances and strengthens its complete cloud contact center solution. Hundreds of leading brands trust inContact to support more than 6 billion interactions in over 100 countries worldwide. Additional Information
About inContact Logo - http://photos.prnewswire.com/prnh/20120216/LA54560LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/incontact-announces-second-major-2016-release-of-award-winning-customer-interaction-cloud-300290875.html SOURCE inContact, Inc. |