inContact has made a second major release of its cloud-based contact center platform for the year, available via channel partners. The company said the enhancements are designed to enhance personalized, one-on-one service experiences.
“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.”
Traditional legacy predictive dialers help agents to be more productive but at the expense of the customer’s time and satisfaction. inContact’s “Personal Connection” outbound solution uses patented technology to eliminate awkward delays in greeting the caller while allowing agents to make multiple predictive calls.
“Choosing service quality over operational efficiency, or vice versa, is an unfortunate choice,” said inContact customer David May, of the Schumacher Group. “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.”
Effectiveness: Agents are now connected at the first hello, and a pacing engine algorithm maximizes efficiency and minimizes abandons, resulting in better list penetration. It also has Do Not Call List management, and intelligent call suppression dispositions records found in the suppression database,
It also integrates with Salesforce.com. In 200×600 pixels embedded within the Salesforce application, inContact’s agent console enables agents to visualize their call queues and service levels, manage interactions and disposition post-call work, without having to toggle between applications. Meanwhile, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent, streamlining work flow. Screen pops of relevant customer data are delivered automatically to the desktop as well.
The new version adds mobility enhancements too. Available on iTunes, inContact’s new Supervisor On-the-Go mobile application for iPad 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 while on the move on the contact center floor.
And finally, 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 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.”