SALT LAKE CITY and SAN FRANCISCO, Oct. 4,
2016 /PRNewswire/ -- inContact, Inc. (NASDAQ: SAAS), a
leading provider of cloud contact center software and workforce
optimization tools, today announced the latest version of the
inContact Agent for Salesforce on the Salesforce AppExchange,
empowering businesses to connect with their customers, partners and
employees in entirely new ways.
Built on the Salesforce App Cloud, inContact Agent for
Salesforce v5.0 is available now on the AppExchange.
inContact continuously innovates in the contact center industry
by creating solutions that provide consistent omnichannel
experiences. The inContact Agent for Salesforce, one of the most
popular paid apps of the more than 3,000 partner applications on
the Salesforce AppExchange, empowers agents to personalize customer
interactions, regardless of channel, using an interface that easily
integrates with Salesforce. Contact center controls, contact and
customer information are displayed on a single, unified screen on
the agent's desktop while inContact intelligent omnichannel routing
ensures that each customer interaction is handled by the best
qualified agent.
- "In today's competitive environment, companies need to create
lasting customer experiences that drive business results in their
contact center," said Paul Jarman,
inContact CEO. "inContact Agent for Salesforce enhances agent
performance by enabling them to handle omnichannel interactions,
while skills-based routing ensures they receive the contacts they
are best qualified to handle, regardless of channel. This
ultimately helps companies achieve their business goals."
- "Companies are looking to transform the way they connect with
customers, partners and employees to thrive in the age of the
customer," said Todd Surdey, SVP,
Partner Business Solutions & Sales, Salesforce. "By leveraging
the power of the Salesforce App Cloud, inContact provides customers
with an exciting new way to enhance agent performance."
inContact Agent for Salesforce Key Features
The
latest cloud offering of the Agent for Salesforce (v5.0) is built
on the Salesforce App Cloud and is a native Salesforce application,
which makes deployment simple and effortless. Full support for
omnichannel interactions includes advanced skills-based routing for
inbound and outbound voice, voicemail, email, chat, work item and
social media interactions.
Superior email handling options in the new inContact Agent for
Salesforce v5.0 interface include a personal email inbox and the
ability to park emails. You can give your agents as little or as
much authority on email handling as appropriate for your
environment.
Chat handling improvements that enable agents to see what the
customer is typing even before they submit a post, in conjunction
with access to customer data synchronized with each incoming
contact allow agents to be even more proactive in personalizing
each interaction, and reduce customer frustration and abandons.
Agents gain greater productivity with the ability to fully focus on
the customer interaction through synchronized presence integration
with Salesforce. And where needed to increase First Contact
Resolution, reaching out to subject matter experts is easy with
click-to-call and click-to-email from an integrated Dynamic Address
Book.
inContact Sponsoring, Exhibiting and Speaking at Dreamforce
2016
inContact is a gold sponsor at Salesforce's Dreamforce
2016 conference (www.dreamforce.com). The conference is held
October 4-7, 2016 in San Francisco. inContact is exhibiting at
booth #1731 in the Dreamforce Cloud Expo, illustrating how a
complete cloud contact center solution integration with Salesforce
can deliver targeted service levels to every type of customer. In
addition, inContact is presenting in two speaking sessions during
the event including a 40-minute session with our customer, Mitchell
International.
What Your Agents Won't Tell You: Inside Tips to Improve
Customer Service
October 4, 1:00-1:20 in Moscone
South, Partner Theater 3
- Presenter: Chris Bauserman, VP
Segment & Product Marketing, inContact
- Abstract: Athletes have the best "on the field" perspective,
yet are often reluctant to disclose an injury or weakness.
Similarly, CSRs may not reveal the root causes of performance
declines. They need support! inContact analyzes their survey of 500
CSRs, diagnoses the problem and offers a prescription for customer
service improvement.
Cut the Cord to Boost Contact Center
Performance
October 6, 3:00-3:40 in Marriott
Marquis Hotel, Foothill E
- Presenters: Pauline Mulvey, Vice
President Enterprise Business Technology, Mitchell International
& Chris Bauserman, VP Segment
& Product Marketing, inContact
- Abstract: Personalizing interactions translates into increased
customer satisfaction. Join us to learn how Mitchell empowers their
agents with insight into the customer journey using Salesforce and
inContact. Combine this with an intuitive, easy-to-use interface
and you have a real winning combination – all with the flexibility
and reliability of the cloud!
Additional Information
- Learn more about available cloud solutions from inContact
- 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.
About Salesforce AppExchange
Salesforce AppExchange is
the world's leading enterprise apps marketplace that empowers
companies to sell, service, market and engage in entirely new ways.
With 3,000 partner apps and more than 3.8 million customer
installs, it is the most comprehensive source of cloud, mobile,
social, IoT and data science technologies for businesses.
Salesforce, AppExchange and others are among the trademarks of
salesforce.com, inc.
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SOURCE inContact, Inc.
