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inContact Expands Cloud-Based Call Center Portfolio

September 22, 2010
By Anil Sharma, TMCnet Contributor

inContact, a player in on-demand call center software and call center agent optimization tools, has announced enhancements to the inContact platform.

Officials with inContact said that the company’s cloud-based platform has been expanded to include a new predictive dialer, quality monitoring and screen recording solutions.

Company officials said that these new solutions, tightly integrated with the inContact Automatic Call Distributor “ACD”, Interactive Voice Response “IVR” and other workforce optimization applications, will enable call centers to further optimize the service experience and offer a differentiated experience for every customer.

"Our vision is to optimize the entire cycle of the customer experience and maximize the value of every step along the path of that interaction," said Jim Tanner, executive vice president of product and strategy, in a statement.

Tanner said that the company built the inContact portfolio based on a powerful, unified workflow and process engine, which integrates all of the company’s solutions on a single scripting platform.

“This very unique approach enables us to enhance every customer interaction, to optimize the agent experience, and to make it easy for contact center personnel to seamlessly manage their day-to-day business operations using solutions," he said.

Company officials pointed out that the inContact Dialer is an intelligent, campaign-based outbound dialer with a sophisticated, simulation-based dialing engine that determines the optimal balance between wait times and abandoned calls.

The dialer makes list management as simple as uploading a spreadsheet and includes powerful campaign management tools.

The dialer also includes progressive, message lay-down, and opts out/in dialing to match business needs and increase the effectiveness of each contact and the productivity of each agent.

According to company officials, the inContact Quality Management system tightly integrated with the inContact survey and recording solutions enables call center managers to see a holistic view of agent performance and the overall customer experience.

It allows managers to identify skill gaps and gain insights in order to train more profitable agents and deliver a brand-differentiating customer experience.

The system, company officials said, provides specific details about each agent's performance that can be used to help individual agents and provide data that can be used in training and coaching programs.

The solution also provides data that can be used to identify patterns in customer complaints and refine operations, as well as give insights into call centers to use for service recovery to help acquire and retain customers.

inContact Screen Recording incorporates a best-of-breed screen recording capability with an enterprise-level ACD solution to ensure regulatory compliance and provide a complete view of agent/customer interactions.

The solution gives call center managers access to a very sophisticated, customizable screen recording solution that works around business rules and scripting.

"As we expand the award-winning inContact portfolio, our goal is to continue to enhance the entire cycle of every interaction, optimizing self service, agent performance and customer satisfaction:, said Tanner.

He said that the cloud delivery model enables the company to provide these capabilities more quickly and cost-effectively than ever before and allows contact centers of all sizes to make this technology work as a catalyst for the growth of their business.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

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