inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces the market availability of a major new release of its award-winning cloud contact center platform. The latest inContact release is driven by customer needs within enterprise service operations and the increasing importance of unified customer journey management.
“With this new release, we are building on our framework and support of contact centers as the vital link for managing the customer journey,” said Paul Jarman, inContact CEO. “As customers interact with companies they expect multichannel, personalized experiences that are connected throughout the journey. Cloud technology is well-suited to the task due to its agility, openness and flexibility as companies envision the desired journey for their customers.”
Highlights of the 2015 release include:
New multichannel interface for inContact Agent for Salesforce to increase ease of use and agent productivity while handling inbound and outbound voice, voicemail, email, and inContact chat interactions.
Updated campaign management in Personal Connection™ Outbound Solution that features inContact’s patented, “No-pause” connections between agents and target customers. New features support more proactive and personalized steps in the customer journey with updated campaign management and support for enterprise-level agentless campaigns.
Additional performance metrics for inContact Workforce-Intelligent Contact Center. With the availability of key new data points, inContact WFO customers can create and manage event rules to automatically administer agent proficiencies in the inContact ACD.
Access to new Contact Detail Data enables inContact customers to report on as much or as little detail as required to understand the detailed customer experience at the contact level, or to represent the “big picture.”
New APIs and resources for rapidly expanding inContact Developer Ecosystem with 25 new or updated “RESTful” APIs including an added Reporting scope and functions for advanced Do Not Call list management. Single Sign-on functionality streamlines enterprise security management.