Cloud Contact Centers Get an Upgrade

October 01, 2015

Former Disney (News – Alert) Chief Executive Michael Eisner was once famously quoted as saying, “If it’s not growing, it’s going to die.” While he might have been talking about the entertainment industry, his words can pertain to just about any area of business.

That may be part of the motivation behind the latest release from inContact. The cloud contact center leader has just debuted the fall 2015 release of its award-winning cloud contact center platform. “As part of the release, inContact is establishing the core technology components of a complete cloud customer interaction platform and redefining the comprehensive cloud solution for the contact center marketplace,” the company said in a statement.

In the rollout, inContact says it has included five components that are unified in an all-in-one cloud system. They are:

Global Cloud Infrastructure, which is reported to be a highly scalable, reliable, redundant and secure foundation for inContact’s 24×7 global, carrier-grade infrastructure;

Omnichannel Interactions (News – Alert), including cloud multimedia routing for all customer interactions, including traditional channels;

inContact Voice as a Service, the company’s trademarked and optimized voice quality solution for contact centers built on its carrier-grade, global network. It includes “the most flexibility, connectivity options and monitoring available from any contact center provider,” inContact says.

Workforce Optimization, with a robust suite of tools in the cloud to help organizations transform the quality of customer interactions by improving agent performance, and optimizing operations;

Analytics, incorporating consolidated inContact data analytics cloud with simple to sophisticated reporting and analytics tools to provide maximum visibility and control of contact center operations.

“No other cloud contact center provider offers the depth and breadth of technology, people and partners, that we bring to the table to help companies achieve their goals,” said inContact CEO Paul Jarman, commenting on the latest release. “With our comprehensive approach in the cloud, we are making it easier and more affordable for companies of all sizes to create and manage stand-out customer experiences while meeting their key business metrics.”