Enhanced User Interface: Power Agent
Built to comply with the work standards of the organization and the work-style of the agent, the new Power Agent interface allows agents to answer calls, transfer work items, send emails and respond to chat - all within one powerful and unified interface. By eliminating the need navigate around their agent interface and call controls, the agent can navigate more efficiently. This lightweight interface can be resized and customized directly on the desktop to meet the preferences of contact center managers and agents to create the most efficient work environment.
True Dialer Blending
With new true dialer blending, agents can seamlessly switch between inbound and outbound communication. As inbound and outbound campaigns are created, the inContact platform allows for prioritization of those campaigns, which will inform the system's routing decisions. Based on the varying levels of prioritization, call centers can scale agents to address specific needs, and make available other groups of agents with dual skills to handle both the inbound and outbound communications as they arise. The blended queue is equipped with the capabilities to analyze pending items and determine the order in which they should be handled by the agent. Further, the system will reference agent skill sets to route high-priority items to the most qualified available agent, taking skills-based routing to the next level.The inCloud Ecosystem From mobile to social to workforce automation, CRM or analytics, the expanding inCloud partner network provides single place to turn for all customer-facing business solutions. inCloud gives partners the ability to quickly and easily develop on the inContact platform. Through the release of three API frameworks; Real-Time Data API, Admin API, and Chat API, independent developers and customers will have the ability to transform internal and external facing dashboards and mobile apps to best fit their needs.