SALT LAKE CITY, Feb. 26, 2013 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of a major new release of its award-winning cloud contact center platform. The new cloud software release is designed to harmonize contact center operations by creating a single integrated flow of multi-channel interactions, enabling customers to communicate via their channel of preference, optimizing agent workflow and contact handling and giving contact center managers a complete view of their entire operations.
"As the cloud contact center leader, it's our role to deliver powerful innovation that allows our customers to dramatically enhance their service delivery strategies and this new release does just that," said Paul Jarman, CEO of inContact. "Our new cloud Universal Queue addresses a major pain point in the industry, enabling contact centers to integrate their operations in a way that hasn't been possible in a traditional premise environment."
In addition, the new release features the debut of inCloud, a powerful, API-driven ecosystem designed to enable customers to easily specify, implement and deploy solutions that are pre-integrated into the inContact platform.Said Keith Dawson, Principal Analyst at Ovum Research, "Cloud contact center software has rapidly matured to deliver the benefits of traditional premise applications with a more flexible and scalable model for consumption." Continued Dawson, "inContact is leading the way in this market and this new release delivers strong value for their growing customer base." Additional highlights of the latest inContact release include: The inContact Universal Queue: Work Item Routing and Contact Interlacing The powerful Universal Queue automatically pushes a seamless flow of work throughout the day to agents – based on their skills, availability and customer priority. The Universal Queue orchestrates native inContact channels, such as voice, email and chat as well as external contact center work items, such as social media, trouble tickets and CRM cases….virtually ALL work in the contact center. This intelligent routing system determines when active channels, like voice, should take precedence over passive channels, such as email. When a high-priority active communication is received, the system automatically interrupts the email work, parks it in the agent's personal cloud and then returns it to the agent when they are again available.