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inContact Adds CRM Support to Hosted Call Center Solutions

By Chris DiMarco, TMCnet Managing Editor

Over the years, hosted call Center service provider inContact has offered tools to streamline every aspect of a communications operation. The company has unveiled the newest addition to its toolbox: the Plugin Agent which allows for integration between inContact’s hosted offerings and leading CRM platforms.

The addition of CRM support to inContact’s IVR and call routing solutions means that agents will have more intelligence with which to engage a customer.

"In the traditional premise world, CRM integration has been a very complex and expensive undertaking, and as a result, call centers have been forced to work with many siloed applications," said Jim Tanner, EVP Product and Strategy at inContact in the press release accompanying Plugin Agent. "As the market leader in cloud-based call center solutions, simplifying the pain of integration and providing service applications that work together to enhance the customer experience is a key tenet in our product strategy."

Plugin Agent uses a unified interface in the browser, so there is no switching between the CRM and inContact applications. Screen pops will then offer information about a customer as their call is routed to a particular agent. The plug-in also allows agents to place calls by a click-to-call method rather than requiring them to dial out.

With people all over tightening their belts, customer retention is more essential to your business survival strategy than ever. Adding CRM to an already robust line of hosted call center options means inContact’s users will have the intelligence they need to form long lasting relationships with their customers.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves