inContact, a NICE company providing cloud contact center software for omnichannel routing, workforce optimization, and analytics, today released the latest version of the inContact Agent on the Salesforce.com AppExchange. This release provides an integrated interface that displays contact center functionality and automatically displays key customer data for every customer interaction routed to the agent.
inContact Agent enables contact center agents to handle omnichannel interactions in a consolidated interface, while skills-based routing ensures customers are directed to the best qualified agents to handle their requests regardless of channel.
Built on the Salesforce Platform and integrated with Salesforce's Service Cloud and Sales Cloud, inContact Agent v6.1 is available now on the AppExchange.
"In today's competitive environment, companies need to create lasting customer experiences that drive business results in their contact center," said Paul Jarman, inContact's CEO, in a statement. "inContact Agent enhances the customer experience by connecting the contact center agent to comprehensive Salesforce data, allowing for faster and more customized interactions."
The latest updates to inContact Agent are designed to streamline the interaction between agents and customers. Integrations with inContact Personal Connection Outbound Dialer let agents customize their greetings with customer information preview features and customer callback scheduling with time zone selection. Updates to the Salesforce capabilities within My Agent Experience (MAX) include tag support for secondary level of contact classification, launch support on all channels, and support for both Salesforce and Salesforce Lighting.
inContact has also achieved Salesforce Platinum ISV Partner status, the top tier of the Salesforce Independent Software Vendor (ISV) Partner Program. As a Platinum partner, inContact and Salesforce.com will deepen the investment to improve customer service and sales success for their mutual customers.