inContact Expands Award-Winning Cloud-Based Call Center Portfolio

SALT LAKE CITY – September 20, 2010 —inContact (NASDAQ: SAAS), the market leader in on-demand call center software and call center agent optimization tools, today announced  major enhancements to the award-winning inContact platform. The inContact cloud-based platform has been expanded to include a new predictive dialer, quality monitoring and screen recording solutions. These new solutions, tightly integrated with the inContact Automatic Call Distributor (ACD), Interactive Voice Response (IVR) and other workforce optimization applications, will enable call centers to further optimize the service experience and offer a differentiated experience for every customer.

“Our vision is to optimize the entire cycle of the customer experience and maximize the value of every step along the path of that interaction,” said Jim Tanner, Executive Vice President of Product and Strategy. “We built the inContact portfolio based on a powerful, unified workflow and process engine, which integrates all of our solutions on a single scripting platform. This very unique approach enables us to enhance every customer interaction, to optimize the agent experience, and to make it easy for contact center personnel to seamlessly manage their day-to-day business operations using solutions.”

Predictive Dialer
The inContact Dialer is an intelligent, campaign-based outbound dialer with a sophisticated, simulation-based dialing engine that determines the optimal balance between wait times and abandoned calls. The dialer makes list management as simple as uploading a spreadsheet and includes powerful campaign management tools. The dialer also includes progressive, message lay-down, and opt out/in dialing to match business needs and increase the effectiveness of each contact and the productivity of each agent.

Key Features:

  • Native support for at-home and multi-site agents
  • User-defined lead filtering
  • Multi-number dialing
  • Custom dispositions
  • Fully-configurable agent and system-scheduled callbacks
  • Campaign scheduling, linking and chaining
  • Abandonment rate throttling

Quality Monitoring
Tightly integrated with the inContact survey and recording solutions, the inContact Quality Management system enables call center managers to see a holistic view of agent performance and the overall customer experience. It allows managers to identify skill gaps and gain insights in order to train more profitable agents and deliver a brand-differentiating customer experience.

The system provides specific details about each agent’s performance that can be used to help individual agents and provide data that can be used in training and coaching programs. The solution also provides data that can be used to identify patterns in customer complaints and refine operations, as well as give insights into call centers to use for service recovery to help acquire and retain customers.   

Key Benefits:

  • Custom QM form builder
  • Integrated audio recording
  • Association to ECHO feedback survey results
  • Supervisor reporting
  • Real-time score notifications to the agent

Screen Recording
inContact Screen Recording incorporates a best-of-breed screen recording capability with an enterprise-level ACD solution to ensure regulatory compliance and provide a complete view of agent/customer interactions. The solution gives call center managers access to a very sophisticated, customizable screen recording solution that works around business rules and scripting. The solution can be configured by either the customer or the inContact Professional Services team and changed at anytime to meet regulatory and business requirements.

Key Features:

  • Voice channel recording
  • Audio recording association
  • Simultaneous recording
  • Flexible playback
  • Bandwidth resource control
  • Multi-monitor recording

Ultimately, the new predictive dialer, quality monitoring and screen recording solutions enable call centers to maximize the value of every customer interaction and optimize the overall customer experience.

Tanner concludes, “As we expand the award-winning inContact portfolio, our goal is to continue to enhance the entire cycle of every interaction, optimizing self service, agent performance and customer satisfaction. The cloud delivery model enables us to provide these capabilities more quickly and cost-effectively than ever before and allows contact centers of all sizes to make this technology work as a catalyst for the growth of their business.”

About inContact

inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit

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