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inContact's Solution Wins TMC's 2014 CUSTOMER Magazine Product of the Year Award

February 04, 2014
By Anshu Shrivastava, TMCnet Contributor

inContact's Personal Connection Outbound Solution has won the 2014 CUSTOMER Magazine Product of the Year Award, TMC (News - Alert) has reported.

“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor inContact with a 2014 Product of the Year Award,” said Rich Tehrani (News - Alert), CEO at TMC, adding that inContact’s Personal Connection solution has proven deserving of the elite recognition.

The CUSTOMER Product of the Year award recognizes products and solutions that have truly improved the customer experience. inContact’s Personal Connection Outbound Solution features patented technology that enhances customer support, as there is no delay when agents greet customers, according to company officials.

Moreover, it also comes with the ability to make multiple predictive proactive calls. This eliminates the initial pause, making customers feel valued, company officials said. inContact’s solution also features Intelligent Call Suppression, agent scripting and a pacing engine algorithm.

In a statement Paul Jarman, CEO at inContact, noted that last year the company sponsored a Harris Interactive (News - Alert) survey that found U.S. consumers are open to being contacted proactively by companies, but that outdated dialing technology caused an awkward initial pause when consumers answer the phone, resulting in hang-ups.

“Forward-thinking companies are taking the initiative to eliminate the awkwardness, and create pleasant proactive customer service experiences,” Jarman said. He believes that Personal Connection has been recognized by TMC as part of this important evolution in customer service.

Using inContact's Personal solution, agents are seeing better outcomes, higher conversion rates and increased revenues, according to company officials.

inContact is a cloud contact center software provider. Last year in September, the company announced the availability of the second release of its cloud contact center platform.

Edited by Rory J. Thompson

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