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The services firm supports brokers, advisors, and money managers, with different agents assigned for sales and customer service. To continue to serve clients at a superior level, the company wants to fully integrate their contact center workflow with the Salesforce CRM platform and get the benefit of advanced features including priority routing and screen pops.
The move to inContact's cloud contact center platform offers native integration with existing CRM tools through the
inContact Agent Console for Salesforce, which enables agents to manage calls and access historical customer data without ever leaving the CRM screen. This seamless integration will automate call routing based on CRM data, freeing up agents to focus on resolving customer inquiries and streamlining workflows by eliminating the need to re-enter data across multiple applications. Call center managers will leverage the
inContact Supervisor On-the-Go™ mobile iPad application to monitor real-time queue data, prioritize activity and make assignment changes, all while on the move on the contact center floor.
"Agents don't have time to juggle multiple applications across multiple screens when resolving complex customer inquiries," said
Paul Jarman, CEO at inContact. "When contact center software is fully integrated with a company's CRM platform, agents can access the customer information they need, when they need it, ensuring a great service experience while improving agent effectiveness and efficiency."
About inContactinContact (NASDAQ:
SAAS) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit