Expanded Blended DialerThe enhancements to the inContact blended dialer enable supervisors to more effectively oversee and manage agent activity. The inContact blended dialer maximizes agent efficiencies by enabling agents to move from inbound to outbound contacts based on call volume and demands. Supervisors can manage agent activity based on pre-determined SLA thresholds, or manually monitor and shift agents "on the fly". Additionally, agent disposition data is now readily available as a report to supervisors and inContact users can more effectively manage Do Not Call lists in the system.Branded Chat ExperienceWith Studio, inContact's powerful visual scripting engine, managers can personalize the experience of interacting with their contact center. For example, inContact enables custom chat profiles that extend their brand to ensure a unified and consistent multi-channel experience for their customers. And to drive the most value from every interaction, users can launch a targeted URL or survey upon completion of a chat session, directing the customer to the next best action to address their needs.
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