InContact’s New Cloud WFO Suite Targets SMB Contact Centers



inContact, a provider of cloud contact center software and contact center workforce optimization tools, has released inContact Discover WFO Suite, a fully-featured cloud WFO solution that is built for small to mid-sized businesses (SMB).

The all in one WFO solution is tightly integrated with inContact's contact center offering, enabling contact centers to deploy a single unified platform for Recording, Quality Management (QM), Speech and Desktop analytics, Workforce Management (WFM) and Performance Management, with automated actions connected back to inContact's multichannel routing and IVR.

"Today's contact centers have a myriad of pressures and complexities, but often have less staff, tight budgets and need a simpler, more integrated approach," said Paul Jarman, CEO, inContact, in a statement. “The automated actions in the inContact Workforce-Intelligent Contact Center give time-strapped managers the power to build rules that automatically adjust contact routing based on changing conditions in agent quality and performance, delivering best possible customer engagement with every interaction."

The inContact cloud Discover WFO Suite takes the Uptivity premise WFO suite, uplifts it to the cloud and powers it up with unique, intelligent integration into the inContact universe. The flexible, modular solution includes:

  • Quality Management – enables interaction capture, replay and evaluation for management and coaching of agent skills and customer experience opportunities and compliance risk mitigation.
  • Workforce Management – forecasts contact center volumes and creates employee schedules for efficient customer servicing when needed as well as overstaffing avoidance.
  • Speech Analytics – leverages the power of speech technology to identify opportunities, customer sentiment, trending topics and root causes of dissatisfaction across the entire volume of customer calls.
  • Desktop Analytics – maximizes each customer interaction through data input recognition and intelligent actions.
  • Performance Management – integrates disparate systems to display real-time performance data using gamification, driving agent engagement and empowerment.
  • Survey – provides Voice of Customer understanding and improvement opportunities through direct customer feedback.