May 21, 2015
inContact, the leader in cloud contact center software that helps organizations around the world create experiences for customers and contact center employees, has just announced its first 2015 release of new cloud software. According to the company, this release was driven by customer needs within enterprise service operations, as well as the growing importance of unified customer journey management.
“With this new release, we are building on our framework and support for contact centers as the vital link in managing the customer journey,” said Paul Jarman, CEO of inContact.
The update features a number of new features, including:
- A new multichannel interface for the company’s inContact Agent for Salesforce, to improve ease of use and agent productivity when handling inbound and outbound voice calls, voicemail, email, and inContact chat interactions.
- Updated campaign management capabilities in the company’s Personal Connection Outbound Solution, which 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,” inContact said.
- Additional performance metrics for inContact Workforce-Intelligent Contact Center. With the availability of key new data points, inContact Workforce Optimization customers can create and manage event rules to automatically manage agent skills in the inContact ACD.
- Access to new contact detail data, which will enable inContact customers to generate reports with as much or as little detail as needed to understand the customer experience in depth at the contact level or to get a sense of the “big picture.”
- New APIs and resources to rapidly expand the inContact Developer Ecosystem, featuring 25 new or updated “RESTful” APIs, including an expanded reporting scope and functions for advanced “Do Not Call” list management. Single sign-on functionality streamlines enterprise security management.
This latest release is expected to help inContact enhance its enterprise capabilities with a multichannel agent interface for Salesforce, introduce new outbound campaign management features, enable automated actions in WFO, offer new reporting options, and provide additional APIs for the growing developer ecosystem.
“As customers interact with companies, they expect multichannel, personalized experiences that are connected throughout the customer journey. Cloud technology is well-suited to this task due to its agility, openness, and flexibility as companies envision the desired customer journey,” Jarman added.