SALT LAKE CITY, September 16, 2013 -- inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of the second major release of its award-winning 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.
“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: Customers NEVER Hear a Delay Again
Traditional legacy predictive dialers help agents to be more productive but at the expense of the customer’s time and satisfaction. inContact’s game-changing Personal Connection outbound solution uses patented technology to eliminate awkward delays in greeting the caller while allowing agents to make multiple predictive calls.
Says inContact customer David May, of The Schumacher Group, “Choosing service quality over operational efficiency, or vice versa, is an unfortunate choice. inContact is rendering this choice, along with traditional dialer technology, completely obsolete. Thanks to their new Personal Connection solution, call centers can increase efficiency and improve customer relationships.”
Highlights of the Personal Connection outbound solution include:
- Effectiveness: Agents are connected at the first hello, paving the way for better outcomes and higher conversion rates
- Efficiency: Pacing engine algorithm maximizes efficiency and minimizes abandons, resulting in better list penetration and dramatically improved agent productivity
- Simplicity: Simple to change and manage outbound calls and campaigns in the cloud
- Compliant: Do Not Call List Management and Intelligent Call Suppression dispositions records found in the suppression database
New inContact Agent Console for Salesforce: Intuitive, Powerful and Fully Integrated and Never a Download
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.
Walk The Floors, Coach Your Agents and Exceed Your SLAs with new Supervisor On-the-Go™ Mobile Application for the iPad
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.
Powerful Cloud APIs Speed Time to Develop Integrated Applications
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.”
inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
Market Street Partners