SALT LAKE CITY, June 28, 2016 /PRNewswire/ -- inContact
(NASDAQ: SAAS), the leading provider of cloud contact center
software and workforce optimization tools, today announced the
details of its second major release of Customer Interaction Cloud
for 2016, version 16.2. These advancements are centered on
providing inContact customers the power to achieve their customer
experience and business goals by unlocking the true potential of
the cloud.
"Customer experience is the new battleground," said Paul Jarman, CEO of inContact. "We are
constantly innovating in the cloud to ensure contact centers have
the most advanced features to meet the expectations of their
customers, and to help them achieve their business goals faster and
easier, with greater flexibility and confidence."
Updates to the inContact Customer Interaction Cloud include new
capabilities across key components of its unified solution,
including Omnichannel Routing, Workforce Optimization, Analytics,
Voice as a Service™, and Open Cloud Platform. In this second major
release for 2016, inContact is transforming one-on-one experiences
so that organizations of all sizes can win every customer
interaction and achieve their desired business outcomes, as
they:
- Improve customer experience through superior voice
quality, intuitive HTML5 interfaces for agents and supervisors and
faster agent handling of omnichannel interactions.
- Capture and convert revenue opportunities with advanced
agentless outbound communications.
- Maximize return on investment through new and updated
integrations with leading customer relationship management (CRM)
systems as well as premises-based Automatic Contact Distribution
(ACD) systems. New ACD integrations allow customers to retain their
legacy on-premises equipment and realize the full benefits of
advanced workforce optimization delivered fully in the cloud, as
part of an overall hybrid deployment model.
Improve Customer Experience
inContact Voice as a
Service™ improves customer experience by guaranteeing carrier-grade
voice quality, regardless of location. The new Regional Latency
Reduction solution evaluates each call to minimize latency and
ensure that high-quality voice service is delivered to every
customer while simultaneously reducing the cost to deliver voice in
remote locations. Also with the 16.2 release, Mean Opinion Scores
(MOS) are isolated for each segment of a call, so that inContact
experts can troubleshoot call quality and availability in
minutes—not hours—and maximize the call experience for their agents
and customers.
As part of the 16.2 release, inContact's award-winning agent
interface, My Agent eXperience™ (MAX), offers agents the ability to
handle routed voice calls through an integrated WebRTC enabled
softphone. Seamless softphone integration eliminates the
distractions caused by multiple panels and saves time by providing
agents with a single interface in which to manage the entire
customer interaction. In addition, a new purpose-built Supervisor
Interface delivers a single, consistent experience to help
supervisors more effectively manage their teams' performance.
Upgrades to the inView™ Performance Management dashboard, including
improved internal messaging, chat, mobile and collaboration tools,
promote teamwork and ensure consistency in communication throughout
the contact center.
Enhancements to Omnichannel Routing improve email, chat, and
social media interactions to facilitate faster, more responsive
text-based customer communication:
- New Email Inbox improves agent productivity through superior
email handling flexibility, prioritization, and control of routed
emails
- Improved Chat Handling, features new typing indicators, reduces
customer frustration and abandonment through increased
engagement
- New Social Media Routing allows customers to blend Facebook and
Twitter messages into the work queue of dedicated,
specifically-trained agents to better handle social responses
received through public and private channels
Capture and Convert Revenue Opportunities
Contact
Centers gain new tools to capture and convert revenue
opportunities with inContact Personal Connection™. Now
featuring Outbound Agentless Email, Personal Connection allows
organizations to proactively solve customer challenges and send
relevant reminders – leading to increased customer loyalty and
upsell opportunities. Contact centers will improve operational
efficiencies with new options for automatic follow-up email
communication and enhancements to Agentless SMS, which allows users
to determine whether the delivery of an SMS message finalizes the
contact record.
Maximize Return on Investment
New and improved
integrations to leading customer relationship management (CRM)
systems help inContact Cloud Interaction customers maximize their
return on investment. Upgrades to inContact Agent for Salesforce®
provide core functionality available within MAX™, including new
Email Inbox capabilities.
New and expanded Avaya® and Cisco® integrations support for
inContact Call Recording and inContact Workforce Management support
the latest versions of these widely deployed, on-premises systems.
These new integrations make it possible for contact centers to
retain their current premises-based ACD equipment and add or
upgrade to the latest cloud-based inContact Workforce Optimization
software as part of an overall hybrid IT strategy.
inContact is making it easier for contact centers to reach their
goals of driving revenue and market share while achieving greater
efficiencies and decreasing costs. inContact focuses on helping
organizations achieve their business goals by turning the customer
experience into a competitive advantage through a suite of
purpose-built cloud solutions. In this second major upgrade release
of 2016, inContact continuously advances and strengthens its
complete cloud contact center solution. Hundreds of leading brands
trust inContact to support more than 6 billion interactions in over
100 countries worldwide.
Additional Information
- Learn more about available cloud solutions from inContact
- Read industry analyst reports and other awards here
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ: SAAS) is the cloud
contact center software leader, with the most complete, easiest and
most reliable solution to help organizations achieve their customer
experience goals. inContact continuously innovates in the cloud and
is the only provider to offer a complete solution that includes the
customer interaction cloud, an expert service model and the
broadest partner ecosystem. Recognized as a market leader by
Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact
supports over 6 billion interactions per year for enterprise,
midmarket, government organizations and business process
outsourcers (BPOs) who operate in multiple divisions, locations and
global regions. To learn more, visit www.incontact.com.
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SOURCE inContact, Inc.
