September 11, 2015
InContact has released the new version of “inContact Agent for Salesforce” on the Salesforce AppExchange. It is designed to empower businesses to better connect with customers, partners, and employees. “inContact’s Agent for Salesforce v3.0 now supports email and voicemail channels, native Salesforce case routing, Personal Connection ‘no-pause’ automated outbound dialing, and an embedded agent user interface that provides access to all channels,” the company said in a statement.
Agent version 3.0 is built on the Salesforce OpenCTI toolkit and is a native Salesforce application, designed to make deployment simple and effortless. Combined with inContact’s Personal Connection automated outbound dialer and ProactiveXS data synchronization system, users can manage their automated outbound campaigns directly within Salesforce, using native objects and features.
“The connection between Salesforce and the inContact routing engine is at the heart of both the customer and agent experience. With the two working together, users can leverage the full context to deliver true personalization, which is key to a modern customer journey,” the company added.
“Customer service excellence is no longer judged solely by a single interaction,” noted Paul Jarman, CEO of inContact. “inContact Agent for Salesforce can help agents understand the series of interactions across multiple touchpoints and channels that make up the customer journey.”
Ryan Ellis, VP of Product Management for AppExchange at Salesforce, added: “By leveraging the power of the Salesforce1 Platform, inContact provides customers with proven social, mobile, and connected cloud technologies to accelerate business success.”
For those interested in seeing the new app in action, inContact will be exhibiting at booth #N1729 at Salesforce’s Dreamforce 2015 conference in San Francisco next week. inContact will also be presenting in a session with Arizona State University (ASU) on “Delivering Best-in-Class Multi-Channel Customer Support Anytime, Anywhere.” More information is available HERE.