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|inContact Announces Third Major 2016 Release of Award-Winning Customer Interaction Cloud|
"Delivering the best customer experiences in the market is more critical for success than ever before," said
Updates to the inContact Customer Interaction Cloud provide new capabilities to help contact center leaders achieve their business goals:
Increase contact center efficiency
With the 16.3 release, inContact makes running your contact simpler than ever before. A single, persona-optimized user experience unifies all inContact products and provides a modern, consistent look and feel for Agents, Supervisors, Workforce Planners and Administrators across omnichannel routing, workforce optimization, and reporting.
Highlights of the interface redesign allow inContact Customer Interaction Cloud customers to gain efficiencies through streamlined access, simplified administration and user profile management, reduced training time, and accelerated rollout of additional inContact applications.
Additional enhancements to drive agent efficiency and productivity include:
Gain actionable insights into every interaction
New best-in-class analytics offerings, based on
Two inContact Analytics packages are available – Essentials and Advanced – allowing contact center leaders the flexibility to start with basic compliance and agent monitoring and grow into a powerful new way to understand the customer experience and share key insights that lead to broader business transformation.
To drive further measurable improvements in the contact center, a new integrated benchmarking tool – iBenchmark – helps contact centers more fully understand and evaluate their performance by comparing actual KPIs from their inContact ACD to the iBenchmark contact center industry standards database.
Optimize omnichannel workforce performance
inContact customers now have more choice and more advanced omnichannel support than ever before with two leading workforce optimization (WFO) suites, inContact Workforce Optimization and NICE Workforce Optimization. These "best-fit" suites offer customers the exact solution required to address the needs of their organization, regardless of size or complexity.
inContact Workforce Optimization, ideal for organizations seeking a comprehensive cloud suite that is fully integrated with Omnichannel Routing (ACD), has delivered the following updates in the 16.3 release:
NICE Workforce Optimization, now cloud hosted and integrated with the inContact Automatic Contact Distributor, provides a sophisticated suite of capabilities for advanced enterprise use cases; delivering workforce management and quality management capabilities used by 84 of the Fortune 100.
In this third major release of 2016, inContact advances and strengthens its complete cloud contact center solution with a new modern, unified user interface across omnichannel routing, workforce optimization and reporting to boost efficiency of contact center leaders and administrators. This release also adds advanced analytics to better understand customer sentiment and boost agent performance, as well as new omnichannel workforce optimization capabilities to create a more intelligent contact center. With 16.3, inContact delivers a global cloud infrastructure built with the future in mind, capable of evolving with customer growth and the rapidly changing landscape of the customer service industry. Hundreds of leading brands, including more than 100 of the Fortune 500 and Global 2000, trust inContact to support over six billion worldwide interactions annually.
inContact (NASDAQ: SAAS) is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by
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SOURCE inContact, Inc.
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