inContact Refreshes Cloud Contact Center Platform

inContact has launched its Fall 2015 release of its cloud contact center platform. As part of the release, inContact is establishing the core technology components of a complete cloud customer interaction platform.

“No other cloud contact center provider offers the depth and breadth of technology, people and partners, that we bring to the table to help companies achieve their goals,” said Paul Jarman, CEO of inContact, which maintains an extensive channel partner initaitive. “With our comprehensive approach in the cloud, we are making it easier and more affordable for companies of all sizes to create and manage stand-out customer experiences while meeting their key business metrics.”

inContact’s Cloud Customer Interaction Platform (CCIP) includes five components:

  • Global Cloud Infrastructure – An extensible, open platform with over 210 APIs that make it easy to customize and integrate with solutions from innovation and ecosystem partners.
  • Omnichannel Interactions – Cloud multimedia routing for all customer interactions, including traditional channels such as inbound / outbound voice, voicemail, email, chat, work items, IVR, voice portal and self-service, as well as newer channels such as social media and SMS. Includes pre-built integrations and APIs for CRM, unified communications and other inContact ecosystem partners.
  • inContact Voice as a Service – Optimized voice quality solution for contact centers is built on inContact’s network.
  • Workforce Optimization – A suite of tools in the cloud to help organizations transform the quality of customer interactions by improving agent performance, by optimizing operations and by intelligently automating actions and assignments between workforce optimization applications (WFO) and the core contact center ACD and routing engine.
  • Analytics – Consolidated inContact data analytics cloud with simple to sophisticated reporting and analytics tools to provide the maximum visibility and control of contact center operations and achievement of business metrics.

Jarman continued, “Companies moving to the cloud for their contact center are looking at the full picture of what a true partner can provide—beyond the technology, to the essential services and partner ecosystem, that together—add up to reliable, safe choice.”