TMCNet:  inContact unveils new release of cloud contact center platform

[September 20, 2013]

inContact unveils new release of cloud contact center platform

Sep 20, 2013 (MarketLine via COMTEX) -- inContact Inc., a provider of cloud contact center software and contact center agent optimization tools, has announced the availability of the second release of its cloud contact center platform in 2013.


The new cloud software release is designed to enhance personalized service experiences, delivering more 1-to-1 connections with customers while providing game-changing contact center effectiveness, the company said.

"As the cloud contact center leader, we are excited to deliver our second major software release in 2013, enabling our customers to stay on the cutting edge of customer service technology," said Paul Jarman, inContact CEO. "Unlike legacy premise solutions that lock customers into an 18 month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges." Highlights of the latest inContact release include: Personal Connection Outbound Solution; New inContact Agent Console for Salesforce and Powerful Cloud APIs Speed Time to Develop Integrated Applications.

Highlights of the Personal Connection outbound solution include: Effectiveness, Efficiency, Simplicity, and Compliant.

Native to the Force.com platform, the new inContact Agent Console for Salesforce takes a completely new approach to the agent experience. In just 200x600 pixels embedded within the Salesforce application, inContact gives agents the power to visualize their call queues and service levels, manage interactions and disposition post call work all without having to toggle between applications, saving time and enhancing agent satisfaction. In addition, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent, streamlining work flow and maximizing effectiveness. And with seamless screen pops of relevant customer data delivered automatically to the desktop, the agent can increase up sell and cross sell, improving both first call resolution and customer satisfaction.

The most effective supervisors are on the go, coaching agents, doing side-by-side monitoring and driving agent training. But they are challenged to achieve all these and ensure that service levels stay consistent and high quality while away from their desks. Available on iTunes, inContact's new Supervisor On-the-Go Mobile Application for the iPad unleashes supervisors into the contact center, letting them go where they are most needed. Supervisor On-the-Go delivers real-time reporting and controls, letting supervisors monitor real-time queue data and SLA adherence and take action when they identify issues.

Leveraging the time-saving icons, swipes, gauges and indicators that have become so familiar to iDevice users, Supervisor On-the-Go lets users add or remove agents from a queue, record and monitor contacts on the fly and more all while on the move on the contact center floor.

Expanding the inCloud ecosystem, inContact released two new API frameworks. The Agent API enables customers and partners to build customized agent interfaces that are directly integrated into the inContact platform. The new Mobile API enables the rapid deployment of patron-facing mobile applications featuring a variety of widgets including call back, chat and queue time status.

Jarman concluded, "The latest release of our software will help our customers deliver more personalized service and bring new-found efficiencies to their operations. We are proud to be leading this market in innovation, as more and more legacy premise customers look for a cloud solution to take them into the future, making inContact the obvious choice." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon

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