InContact Raises Its Game with Customer Service App Update

September 11, 2015

InContact has rolled out the new version of the “inContact Agent for Salesforce” on the Salesforce AppExchange. It’s designed to empower businesses to connect with customers, partners and employees in a better way. “InContact’s Agent for Salesforce v3.0 now supports the email and voicemail channel, native Salesforce case routing, Personal Connection ‘no-pause’ automated outbound dialing, and 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 control their automated outbound campaigns right from within Salesforce, using native objects and features.

“The connection between Salesforce and the inContact routing engine is at the core of both the customer and agent experience. With the two together, users can utilize entire context to provide true personalization that is key to a modern customer journey,” the company added.

“Customer service excellence is no longer only validated by one current interaction,” noted Paul Jarman, inContact CEO. “InContact Agent for Salesforce can help agents understand the series of interactions across multiple touch points and channels that constitute the customer journey.”

Added Ryan Ellis, VP of Product Management of AppExchange for Salesforce: “By leveraging the power of the Salesforce1 Platform, inContact provides customers with the 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 from Anywhere.” More information is available HERE.