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inContact Refreshes Cloud Contact Center Software

By Ann All     Feedback

New features aim to break down communication silos in the call center and streamline workflow to enhance agent effectiveness and boost customer satisfaction.

inContact, a provider of cloud contact center software and contact center agent optimization tools, earlier this week announced the availability of the first of three major product enhancements planned for 2012.

Among improvements in the latest inContact release:

Enhanced Agent Scripting. Contact center supervisors and managers can use this feature to provide guided prompts, scripts or other contact handling information to agents. The scripts can be assigned to an entire skill group to give new agents added support during training or used to create a decision tree to guide agents through a series of responses based on customer feedback.

Connect the Web to the Contact Center. These features facilitate providing a seamless flow of service between a website and the contact center.  Web Connect’s “click to call” feature allows a customer to leave a call-back number on a Web application, which is automatically routed to the contact center queue to initiate a call from an agent. Additionally, inContact’s Commitment Manager enables the customer to specify the date and time when they would like to receive a call, then automatically adds the customer into the queue at the chosen date and time.

Unified Agent Desktop Tools. inContact’s CRM Plug-in Agent offers a ribbon interface that delivers call and caller information on a single, unified screen on the agent’s CRM desktop.  The CRM Plug-in Agent embeds the inContact cloud application directly in commonly-used agent applications like Salesforce.com, RightNow Technologies and Microsoft Dynamics CRM. This unclutters the desktop and speeds outbound dialing. Agents can also tailor the way their desktop looks and choose settings that work best with their workflows.

Expanded Blended Dialer. Enhancements to the inContact blended dialer enable supervisors to more effectively oversee and manage agent activity. The blended dialer enables agents to move from inbound to outbound contacts based on call center volume and demands. Supervisors can manage agent activity based on pre-determined SLA thresholds or manually monitor and shift agents as needed. Additionally, the feature makes agent disposition data available as a report to supervisors.

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Branded Chat Experience. Managers can use Studio, a visual scripting engine, to offer personalized service. For example, inContact enables custom chat profiles that extend a brand to ensure a consistent multi-channel experience for customers. Users can also launch a targeted URL or survey upon completion of a chat session, to direct customers to the next best action to address their needs.

Enhanced Reporting. Reporting capabilities have been expanded with enhanced interval reports and customized dashboards.

Like other providers of contact center applications, inContact is increasingly focused on helping its customers provide a better experience for their customers across multiple points of contact, an ability experts say is growing in importance.

This article was originally published on April 6, 2012
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