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inContact's New Cloud Contact Center Software Harmonizes Operations for Improved Customer Experience

February 27, 2013
By Amanda Ciccatelli, TMCnet Web Editor

Over the years, cloud contact center software has quickly grown to deliver benefits of traditional premise applications combined with a much more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.


One provider of cloud contact center software and contact center agent optimization tools that has experienced the power of the cloud, inContact, has recently introduced a new release of its cloud contact center platform. This software has been designed to streamline contact center operations by creating a single integrated flow of multi-channel interactions, enabling customers to communicate via any channel. In turn, this optimizes agent workflow and contact handling and gives contact center managers a view of their entire operations.

“It’s our role to deliver powerful innovation that allows our customers to dramatically enhance their service delivery strategies and this new release does just that,” said Paul Jarman, CEO of inContact, in a statement.

Today, inContact works to help organizations around the world create quality customer experiences. The company is focused on the cloud and is currently the only provider to combine cloud software with an enterprise-class telecommunications network for a complete solution.

“Our new cloud Universal Queue addresses a major pain point in the industry, enabling contact centers to integrate their operations in a way that hasn’t been possible in a traditional premise environment,” Jarman added.

In addition, this new release features the debut of inCloud, an API-driven ecosystem designed to enable customers to specify, implement and deploy solutions that are pre-integrated into the inContact platform. Additional highlights of inContact’s release include:

The inContact Universal Queue – It pushes a workflow to agents  based on their skills, availability and customer priority. It orchestrates native inContact channels like voice, email and chat as well as external contact center work items, such as social media, trouble tickets and CRM cases. This intelligent routing system also determines when active channels should take precedence over passive channels.

Enhanced User Interface -- Built to comply with the organization work standards and the work-style of the agent, the Power Agent interface allows agents to answer calls, transfer work items, send e-mails and respond to chat within one unified interface. By eliminating the need navigate around agent interface and call controls, an agent can navigate more efficiently.

True Dialer Blending -- Agents can easily switch between inbound and outbound communication. As inbound and outbound campaigns are created, the inContact platform allows for prioritization of those campaigns, which will inform the system’s routing decisions. Based on the levels of prioritization, call centers can scale agents to address certain needs, and make other groups of agents available that have dual skills to handle inbound and outbound communications.

The inCloud Ecosystem -- The expanding inCloud partner network provides one place to turn for all customer-facing business solutions. inCloud gives partners the ability to quickly develop on the inContact platform. Through the release of three API frameworks including Real-Time Data API, Admin API, and Chat API, developers and customers can transform internal and external dashboards and mobile apps to fit their needs.

Jarman said, “We believe that our latest innovative cloud release addresses a significant gap in the marketplace and will help our customers deliver a more seamless multichannel experience while enhancing the productivity of their entire contact center operations.”




Edited by Rich Steeves



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