SALT LAKE CITY, February 26, 2013 -- inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of a major new release of its award-winning cloud contact center platform. The new cloud software release is designed to harmonize contact center operations by creating a single integrated flow of multi-channel interactions, enabling customers to communicate via their channel of preference, optimizing agent workflow and contact handling and giving contact center managers a complete view of their entire operations.
“As the cloud contact center leader, 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. “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.”
In addition, the new release features the debut of inCloud, a powerful, API-driven ecosystem designed to enable customers to easily specify, implement and deploy solutions that are pre-integrated into the inContact platform.
Said Keith Dawson, Principal Analyst at Ovum Research, “Cloud contact center software has rapidly matured to deliver the benefits of traditional premise applications with a more flexible and scalable model for consumption.” Continued Dawson, “inContact is leading the way in this market and this new release delivers strong value for their growing customer base.”
Additional highlights of the latest inContact release include:
The inContact Universal Queue: Work Item Routing and Contact Interlacing
The powerful Universal Queue automatically pushes a seamless flow of work throughout the day to agents – based on their skills, availability and customer priority. The Universal Queue orchestrates native inContact channels, such as voice, email and chat as well as external contact center work items, such as social media, trouble tickets and CRM cases….virtually ALL work in the contact center. This intelligent routing system determines when active channels, like voice, should take precedence over passive channels, such as email. When a high-priority active communication is received, the system automatically interrupts the email work, parks it in the agent’s personal cloud and then returns it to the agent when they are again available.
Enhanced User Interface: Power Agent
Built to comply with the work standards of the organization and the work-style of the agent, the new Power Agent interface allows agents to answer calls, transfer work items, send emails and respond to chat - all within one powerful and unified interface. By eliminating the need navigate around their agent interface and call controls, the agent can navigate more efficiently. This lightweight interface can be resized and customized directly on the desktop to meet the preferences of contact center managers and agents to create the most efficient work environment.
True Dialer Blending
With new true dialer blending, agents can seamlessly 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 varying levels of prioritization, call centers can scale agents to address specific needs, and make available other groups of agents with dual skills to handle both the inbound and outbound communications as they arise. The blended queue is equipped with the capabilities to analyze pending items and determine the order in which they should be handled by the agent. Further, the system will reference agent skill sets to route high-priority items to the most qualified available agent, taking skills-based routing to the next level.
The inCloud Ecosystem
From mobile to social to workforce automation, CRM or analytics, the expanding inCloud partner network provides single place to turn for all customer-facing business solutions. inCloud gives partners the ability to quickly and easily develop on the inContact platform. Through the release of three API frameworks; Real-Time Data API, Admin API, and Chat API, independent developers and customers will have the ability to transform internal and external facing dashboards and mobile apps to best fit their needs.
Jarman concluded. “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.”
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.
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