SALT LAKE CITY, April 3, 2012 --inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of the first of three major solution enhancements for the year. The inContact platform has been expanded to meet growing demand for innovative cloud solutions from leading contact center operators around the globe.
The contact center has traditionally operated with a complex and disparate set of siloed systems. And with the advent of more channels of customer contact, the environment grows even more challenging. With the advancements in its latest release, inContact helps to unify contact center processes and harmonize the activities of agents and the resulting experience of their customers.
Highlights of the latest inContact release include:
Enhanced Agent Scripting
inContact's enhanced agent scripting enables contact center supervisors and managers to help agents effectively navigate new offers or programs by providing guided prompts, scripts or other contact handling information. These scripts can be assigned to an entire skill group to arm new agents with additional support while they are training or can create a decision tree that can guide the agent through a series of responses based on feedback received from the customer. The agent scripts ensure faster response to customer inquiries, more confident agents and higher quality interactions with customers.
Connect the Web to the Contact Center
inContact's Web Connect enables a customer to receive a seamless flow of service from a website into a contact center. Web Connect's "click to call" feature allows a customer to leave a call back number on a web application, which is automatically routed to the contact center queue to initiate a call back by a properly skilled agent. Additionally, inContact's Commitment Manager solution enables that customer to specify the date and time when they would like someone to call them. The Commitment Manager automatically adds the customer into the queue at the specified date and time, enabling the contact center to provide service according to the customer's preferences.
Unified Agent Desktop Tools
inContact's CRM Plug-in Agent is a unique, non-intrusive interface that optimizes agent activities. The CRM Plug-in Agent's unique "always there, never in the way" ribbon interface delivers the call and caller information on a single, unified screen on the agent's CRM desktop. The CRM Plug-in Agent embeds the inContact cloud application directly in commonly used agent applications like Salesforce.com, RightNow Technologies and Microsoft Dynamics CRM, uncluttering the desktop, speeding up outbound dialing, and automating call documentation.
The CRM Plug-in Agent also gives agents the freedom to control the way their desktop looks, and choose settings that works best with their workflow, while displaying critical contact and queue data.
Expanded Blended Dialer
The enhancements to the inContact blended dialer enable supervisors to more effectively oversee and manage agent activity. The inContact blended dialer maximizes agent efficiencies by enabling agents to move from inbound to outbound contacts based on call volume and demands. Supervisors can manage agent activity based on pre-determined SLA thresholds, or manually monitor and shift agents "on the fly". Additionally, agent disposition data is now readily available as a report to supervisors and inContact users can more effectively manage Do Not Call lists in the system.
Branded Chat Experience
With Studio, inContact's powerful visual scripting engine, managers can personalize the experience of interacting with their contact center. For example, inContact enables custom chat profiles that extend their brand to ensure a unified and consistent multi-channel experience for their customers. And to drive the most value from every interaction, users can launch a targeted URL or survey upon completion of a chat session, directing the customer to the next best action to address their needs.
The inContact reporting capabilities have been expanded to provide contact centers with the visibility and actionable intelligence to continually improve their people, processes and operations. The latest release includes enhanced interval reports and customized dashboards, enabling contact centers to be more efficient in their business.
"Supervisors and agents manage a wide variety of work every day, from customer contacts to social media to trouble tickets," said Paul Jarman, inContact CEO. "The end result is too many systems for the contact center employees to navigate through, which increases the burden for training new hires and erodes agent effectiveness. With our latest innovative release, inContact again leads the market by harmonizing the contact center, breaking down traditional silos and creating powerful workflow for improved agent effectiveness and customer satisfaction."
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contact center 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.