SALT LAKE CITY, Oct. 12, 2016 /PRNewswire/ -- inContact,
Inc. (NASDAQ: SAAS), the leading provider of cloud contact
center software and workforce optimization tools, today
announced the details of its third major release of Customer
Interaction Cloud for 2016, version 16.3. Highlights include a
modern new interface that unifies and simplifies contact center
administration across omnichannel routing and workforce
optimization, and adds advanced analytics to provide deep insights
into customer experience and agent performance – creating a single,
proven solution that is as reliable and scalable as it is
cost-effective and flexible.
"Delivering the best customer experiences in the market is more
critical for success than ever before," said Paul Jarman, CEO of inContact. "Our
purpose-built solution and deep expertise help contact centers
reach their customer experience goals and meet the broad, evolving
business objectives of the modern customer service industry."
Updates to the inContact Customer Interaction Cloud provide new
capabilities to help contact center leaders achieve their business
goals:
- Increase contact center efficiency with the most
complete and only truly unified cloud contact center solution that
spans Omnichannel Routing and Workforce Optimization, featuring
a new single and simplified administrative interface, based on the
award-winning modern design principles used to create the My Agent
eXperience™ – MAX agent and supervisor interfaces
- Gain actionable insights into every interaction with
newly introduced, best-in-class analytics offerings, which allow
contact centers to extract meaningful insights from 100% of
customer calls and lead the way towards broader business
transformation
- Optimize omnichannel workforce performance with two
leading workforce optimization suites, each supporting the needs of
today's omnichannel teams – providing contact centers with a
balanced choice of simplicity and sophistication
Increase contact center efficiency
With the 16.3 release, inContact makes running your contact
simpler than ever before. A single, persona-optimized user
experience unifies all inContact products and provides a modern,
consistent look and feel for Agents, Supervisors, Workforce
Planners and Administrators across omnichannel routing, workforce
optimization, and reporting.
Highlights of the interface redesign allow inContact Customer
Interaction Cloud customers to gain efficiencies through
streamlined access, simplified administration and user profile
management, reduced training time, and accelerated rollout of
additional inContact applications.
Additional enhancements to drive agent efficiency and
productivity include:
- Keep agents focused: using Personal Connection™,
outbound contact centers can now batch contact/customer records and
facilitate multiple attempts to reach an individual using different
phone numbers in a single interaction, saving time and money spent
switching context between attempts.
- Increase first contact resolution (FCR) rates in any channel:
with new Skype™ for Business integration, that connects
agents with resources and subject matter experts outside of the
contact center.
Gain actionable insights into every interaction
New best-in-class analytics offerings, based on Attensity and
Nexidia technology, highlight the rapid innovation and product
delivery made possible only by the market leader in cloud contact
center solutions. inContact Analytics features proven, advanced
speech and text analytics technology that analyzes 100% of customer
calls to:
- Improve agent performance: Easily pinpoint interactions
with desired/undesired agent behaviors to improve coaching
effectiveness and reduce the amount of time supervisors spend
identifying good coaching opportunities
- Elevate the customer experience: Increase the number of
positive customer interactions, and reduce negative ones, through
automatic topic discovery and trend, sentiment, and root cause
analysis
- Mitigate compliance risk: Avoid penalties and
consequences associated with non-compliance by targeting
interactions where agents did not adhere to standard policies and
procedures
Two inContact Analytics packages are available – Essentials and
Advanced – allowing contact center leaders the flexibility to start
with basic compliance and agent monitoring and grow into a powerful
new way to understand the customer experience and share key
insights that lead to broader business transformation.
To drive further measurable improvements in the contact center,
a new integrated benchmarking tool – iBenchmark – helps
contact centers more fully understand and evaluate their
performance by comparing actual KPIs from their inContact ACD to
the iBenchmark contact center industry standards database.
Optimize omnichannel workforce performance
inContact customers now have more choice and more advanced
omnichannel support than ever before with two leading workforce
optimization (WFO) suites, inContact Workforce Optimization and
NICE Workforce Optimization. These "best-fit" suites offer
customers the exact solution required to address the needs of their
organization, regardless of size or complexity.
inContact Workforce
Optimization, ideal for organizations seeking a
comprehensive cloud suite that is fully integrated with Omnichannel
Routing (ACD), has delivered the following updates in the 16.3
release:
- Forecast and schedule omnichannel staff: Allows customers to
accurately determine workload, optimize staffing levels and reduce
the need for additional headcount through cross-skilling. Forecast
and schedule multiple customer contact channels including SMS,
Chat, Inbound/Outbound Voice, Email and Work Item using
inContact Workforce Management.
- Automate updates to agent skills and routing: New Workforce
Intelligence functionality allows contact centers to
automatically update agent skills and contact routing decisions,
based on Workforce Optimization activity, such as quality
evaluation results, survey, and other key contact center
metrics.
NICE Workforce
Optimization, now cloud hosted and integrated with the
inContact Automatic Contact Distributor, provides a sophisticated
suite of capabilities for advanced enterprise use cases; delivering
workforce management and quality management capabilities used by 84
of the Fortune 100.
In this third major release of 2016, inContact advances and
strengthens its complete cloud contact center solution with a new
modern, unified user interface across omnichannel routing,
workforce optimization and reporting to boost efficiency of contact
center leaders and administrators. This release also adds advanced
analytics to better understand customer sentiment and boost agent
performance, as well as new omnichannel workforce optimization
capabilities to create a more intelligent contact center. With
16.3, inContact delivers a global cloud infrastructure built with
the future in mind, capable of evolving with customer growth and
the rapidly changing landscape of the customer service industry.
Hundreds of leading brands, including more than 100 of the Fortune
500 and Global 2000, trust inContact to support over six billion
worldwide interactions annually.
Additional Information
- Learn more about available cloud solutions from inContact
- Read industry analyst reports and other awards here
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software
leader, with the most complete, easiest and most reliable solution
to help organizations achieve their customer experience goals.
inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. Recognized as a market leader by Gartner, IDC, Frost
& Sullivan, Ovum and DMG, inContact supports over 6 billion
interactions per year for enterprise, midmarket, government
organizations and business process outsourcers (BPOs) who operate
in multiple divisions, locations and global regions. To learn more,
visit www.incontact.com.
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SOURCE inContact, Inc.