inContact Updates Agent for Salesforce



inContact, a provider of cloud contact center software and workforce optimization tools,has released Version 5.0 of the inContact Agent for Salesforce on the Salesforce AppExchange.

The inContact Agent for Salesforce helps agents personalize customer interactions, regardless of channel, using an interface that integrates with Salesforce. Contact center controls, contact and customer information are displayed on a single, unified screen on the agent's desktop while inContact intelligent omnichannel routes each customer interaction to the best-qualified agent.

"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 for Salesforce enhances agent performance by enabling them to handle omnichannel interactions, while skills-based routing ensures they receive the contacts they are best qualified to handle, regardless of channel. This ultimately helps companies achieve their business goals."

"Companies are looking to transform the way they connect with customers, partners, and employees to thrive in the age of the customer," said Todd Surdey, senior vice president of partner business solutions and sales at Salesforce.com, in a statement. "By leveraging the power of the Salesforce App Cloud, inContact provides customers with an exciting new way to enhance agent performance."

The latest cloud offering of the Agent for Salesforce (v5.0) is built on the Salesforce App Cloud and is a native Salesforce application. Full support for omnichannel interactions includes advanced skills-based routing for inbound and outbound voice, voicemail, email, chat, work item, and social media interactions. Email handling options in inContact Agent for Salesforce v5.0 include a personal email inbox and the ability to park emails. Chat handling improvements enable agents to see what customers are typing even before they submit their posts. Access to customer data is synchronized with each incoming contact. Reaching out to subject matter experts is easy with click-to-call and click-to-email from an integrated Dynamic Address Book.


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According to Salesforce.com's annual State of Service survey, customer service is no longer an afterthought for companies, meant only to support the business after the important part—the sale—was already complete. Increasingly, customer service is becoming a central component of the company's strategy and initiative. More than 68 percent of the service teams surveyed say they're the ones leading customer experience efforts.

Posted January 27, 2017