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.
Enhanced Reporting The inContact reporting capabilities have been expanded to provide contact centers with the visibility and actionable intelligence to continually improve their people, processes and operations. The latest release includes enhanced interval reports and customized dashboards, enabling contact centers to be more efficient in their business.
"Supervisors and agents manage a wide variety of work every day, from customer contacts to social media to trouble tickets," said Paul Jarman, inContact CEO. "The end result is too many systems for the contact center employees to navigate through, which increases the burden for training new hires and erodes agent effectiveness. With our latest innovative release, inContact again leads the market by harmonizing the contact center, breaking down traditional silos and creating powerful workflow for improved agent effectiveness and customer satisfaction."About inContactinContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contact center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.