Market Leader Expands Multi-Channel Offering With Powerful Universal Queue,
New Agent Interface, True Inbound and Outbound Blending and Powerful
API-driven Cloud Ecosystem
SALT LAKE CITY, February 26, 2013 — inContact (NASDAQ: SAAS), the leading
provider of cloud contact center software and contact center agent
optimization tools, today announced the market availability of a major new
release of its award-winning cloud contact center platform. The new cloud
software release is designed to harmonize contact center operations by
creating a single integrated flow of multi-channel interactions, enabling
customers to communicate via their channel of preference, optimizing agent
workflow and contact handling and giving contact center managers a complete
view of their entire operations.
“As the cloud contact center leader, it’s our role to deliver powerful
innovation that allows our customers to dramatically enhance their service
delivery strategies and this new release does just that,” said Paul Jarman,
CEO of inContact. “Our new cloud Universal Queue addresses a major pain
point in the industry, enabling contact centers to integrate their
operations in a way that hasn’t been possible in a traditional premise
environment.”
In addition, the new release features the debut of inCloud, a powerful,
API-driven ecosystem designed to enable customers to easily specify,
implement and deploy solutions that are pre-integrated into the inContact
platform.
Said Keith Dawson, Principal Analyst at Ovum Research, “Cloud contact center
software has rapidly matured to deliver the benefits of traditional premise
applications with a more flexible and scalable model for consumption.”
Continued Dawson, “inContact is leading the way in this market and this new
release delivers strong value for their growing customer base.”
Additional highlights of the latest inContact release include:
The inContact Universal Queue: Work Item Routing and Contact Interlacing
The powerful Universal Queue automatically pushes a seamless flow of work
throughout the day to agents – based on their skills, availability and
customer priority. The Universal Queue orchestrates native inContact
channels, such as voice, email and chat as well as external contact center
work items, such as social media, trouble tickets and CRM cases..virtually
ALL work in the contact center. This intelligent routing system determines
when active channels, like voice, should take precedence over passive
channels, such as email. When a high-priority active communication is
received, the system automatically interrupts the email work, parks it in
the agent’s personal cloud and then returns it to the agent when they are
again available.
Enhanced User Interface: Power Agent
Built to comply with the work standards of the organization and the
work-style of the agent, the new Power Agent interface allows agents to
answer calls, transfer work items, send emails and respond to chat – all
within one powerful and unified interface. By eliminating the need navigate
around their agent interface and call controls, the agent can navigate more
efficiently. This lightweight interface can be resized and customized
directly on the desktop to meet the preferences of contact center managers
and agents to create the most efficient work environment.
True Dialer Blending
With new true dialer blending, agents can seamlessly switch between inbound
and outbound communication. As inbound and outbound campaigns are created,
the inContact platform allows for prioritization of those campaigns, which
will inform the system’s routing decisions. Based on the varying levels of
prioritization, call centers can scale agents to address specific needs, and
make available other groups of agents with dual skills to handle both the
inbound and outbound communications as they arise. The blended queue is
equipped with the capabilities to analyze pending items and determine the
order in which they should be handled by the agent. Further, the system will
reference agent skill sets to route high-priority items to the most
qualified available agent, taking skills-based routing to the next level.
The inCloud Ecosystem
From mobile to social to workforce automation, CRM or analytics, the
expanding inCloud partner network provides single place to turn for all
customer-facing business solutions. inCloud gives partners the ability to
quickly and easily develop on the inContact platform. Through the release of
three API frameworks; Real-Time Data API, Admin API, and Chat API,
independent developers and customers will have the ability to transform
internal and external facing dashboards and mobile apps to best fit their
needs.
Jarman concluded. “We believe that our latest innovative cloud release
addresses a significant gap in the marketplace and will help our customers
deliver a more seamless multichannel experience while enhancing the
productivity of their entire contact center operations.”
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.
