October 1, 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 may have been referring to the entertainment industry, his words apply to just about any area of business.
That may be part of the motivation behind inContact’s latest release. The cloud contact center leader has just unveiled 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 market,” the company said in a statement.
In the rollout, inContact says it has included five components that are integrated into 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-based 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,” according to inContact.
Workforce Optimization, with a robust suite of cloud-based tools to help organizations transform the quality of customer interactions by improving agent performance and optimizing operations;
Analytics, incorporating the consolidated inContact data analytics cloud with reporting and analytics tools ranging from simple to sophisticated to provide maximum visibility and control over 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 cloud-based approach, we are making it easier and more affordable for companies of all sizes to create and manage exceptional customer experiences while meeting their key business metrics.”