SALT LAKE CITY – December 3, 2013 – inContact (NASDAQ: SAAS), the leading
provider of cloud contact center software and contact center agent
optimization tools, today announced the addition of proven speech analytics
capabilities from Verint® Systems (NASDAQ: VRNT) to the company’s
award-winning platform. Analytics-Driven Quality (ADQ) will be available to
customers as part of the inContact Workforce Optimization (WFO) Suite
Powered by Verint, and will provide contact center leaders with
cost-effective access to sophisticated intelligence tools designed to
maximize agent efficiency and increase customer satisfaction.
“Delivering speech analytics capabilities through a true cloud solution is
really a game-changer for the market because it makes these sophisticated
tools more accessible and affordable to contact centers of all sizes,”
said Paul Jarman, inContact CEO. “Customers no longer need to purchase
expensive hardware or hire specialized staff to manage their speech
analytics engine, because it’s all there in the cloud. It’s a new level of
operational insight at a fraction of the cost.”
inContact ADQ offers “voice of the customer” intelligence, enabling contact
center leaders to analyze larger amounts of audio call data in more
efficient ways, and make more informed decisions on products, services, and
processes. Sophisticated speech analytics detects customer emotion through
linguistic and acoustic analysis, and proactively alerts supervisors to the
most pressing interactions. Targeted monitoring empowers supervisors to
prioritize strategic call categories or campaigns, with relevant audio
content automatically routed to their inbox for deeper analysis.
“The extension of this partnership is powerful because inContact customers
are getting access to Verint’s award-winning speech analytics technology in
a pay-as-you-go model,” said John Bourne, senior vice president, global
channels and alliances, Verint. “The addition of these capabilities will
dramatically increase the operational value contact center executives are
able to extract from the inContact Workforce Optimization Suite Powered by
Verint.”
The inContact Workforce Optimization Suite powered by Verint is a unified
solution for analyzing customer interactions, offering the latest software
tools across quality monitoring and recording, workforce management,
eLearning, performance management and speech analytics.
Additional Information
• Get detailed features for inContact Analytics-Driven Quality.
• Check out the inContact Cloud Workforce Optimization Suite.
• Take a look at results from contact center best practices survey in
this infographic.
• For more information cloud ACD, IVR and CRM integration, visit
our solution finder • Follow @inContact on Twitter
About inContact
inContact (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 www.inContact.com.
