SALT LAKE CITY, September 6, 2012--inContact (NASDAQ: SAAS), a leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of its second major solution enhancement for the year. In response to growing demand for innovative cloud solutions from leading contact center operators around the globe, inContact has strategically expanded its platform to help users create a better, more profitable customer experience.
Each new inContact capability addresses specific industry needs. Ongoing updates to the core inContact portfolio help to ensure platform scalability and uptime guarantees, integrate new features and capabilities into the platform, and improve ongoing usability. Highlights of the latest inContact release include:
Powerful Real-Time Dashboards Deliver Enhanced Operational Insight
Contact center success is dependent on meeting efficiency and effectiveness metrics and goals, and inContact is working to improve the ease of the reporting process for contact center managers and operators. The latest release includes real-time, highly customized dashboards with quick and easy-to-read insights on live data. Additionally, an improved navigation panel in the platform's central interface makes it easier than ever to configure and access reports. inContact's thin-client central interface enables users to access reports from any computer with an internet connection - without requiring downloads.
Dramatically Expanded Outbound Capabilities Extend Customer Reach and Meet Critical FCC Regulations
inContact has expanded its rapidly growing outbound campaign capabilities by giving its end-users even more control. Contact center directors can now set calling parameters and oversee their call lists and agent skills, all through a common interface where--based on skill assignments--they can also supervise their inbound campaigns.
Additionally, the updated inContact platform provides Intelligent Call Suppression, a unique application that enables users to edit dialing lists uploaded for calling. Intelligent Call Suppression provides real-time dialing list adjustments based on customer actions, such as Do-Not-Call requests or payment actions taken, avoiding unnecessary and unwelcome dials. For instance, this type of functionality would initiate a contact to be added to a suppression list when they have called to make a payment, withholding any outbound collection contacts from being made on the account.
inContact has also met the Federal Communications Commission's February 2012 Do Not Call (DNC) mandate requirements. With inContact's new opt-out functionality, requests for a DNC can be handled through a recorded message prompt. These requests are processed simply and in an automatic fashion, saving tedious and laborious tracking processes and administration costs by negating the need for an agent to interact with the customer.
Customizable Chat Experience
With Studio, inContact's powerful visual scripting engine, managers can personalize the experience of interacting with their contact center to align with their overall brand identity. inContact offers customization of the customer-facing chat interface in order to better match the style with the look and feel of their individual brand.
Expanded Support for International Operations
With the latest release, inContact extends support for multinational contact centers through a variety of new features including intelligent country-aware dialing, E164 compliance and international connectivity models. In addition, the inContact agent interface is now available in 10 languages, making international rollouts faster and more effective.
"As a market leading provider, inContact continues to deliver powerful solutions to meet the needs and demands of the industry and address growing trends," said Paul Jarman, CEO of inContact. "Our customers move to the cloud to ensure a future-ready environment, with access to ongoing innovation that enables them to increase business agility and provide a great experience to their customers."
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contactcenter software solutions. The company's services and solutions enable contact 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 www.inContact.com.
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