SALT LAKE CITY
April 3, 2012
/PRNewswire/ -- 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.