inContact Upgrades Cloud Contact Center Platform

inContact has rolled out its second major release  of its cloud contact center platform, designed to enhance personalized service experiences, delivering more one-to-one connections with customers.

“Unlike legacy premise solutions that lock customers into an 18 month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges,” said Paul Jarman, inContact CEO, in a statement.

A pacing engine algorithm minimizes abandons, resulting in better list penetration and dramatically improved agent productivity, and the solution also manages outbound calls and campaigns in the cloud. Additionally, it has complaint features, with a Do Not Call List Management and Intelligent Call Suppression dispositions records found in the suppression database.

Native to the platform, the new inContact Agent Console for Salesforce takes a completely new approach to the agent experience.  In just 200x600 pixels embedded within the Salesforce application, inContact gives agents the power to visualize their call queues and service levels, manage interactions and disposition post call work, without having to toggle between applications, saving time and enhancing agent satisfaction. In addition, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent, streamlining work flow and maximizing effectiveness. And with seamless screen pops of relevant customer data delivered automatically to the desktop, the agent can increase up sell and cross sell, improving both first call resolution and customer satisfaction.

Available on iTunes, inContact’s new Supervisor On-the-Go Mobile Application for the iPad delivers real-time reporting and controls, letting supervisors monitor real-time queue data and SLA adherence and take action when they identify issues.  Leveraging the time-saving icons, swipes, gauges and indicators that have become so familiar to iDevice users, Supervisor On-the-Go lets users add or remove agents from a queue, record and monitor contacts on the fly and more, all while on the move on the contact center floor.

Additionally, inContact has also released two new API frameworks. The Agent API enables customers and partners to build customized agent interfaces that are directly integrated into the inContact platform.  The new Mobile API enables the rapid deployment of patron-facing mobile applications featuring a variety of widgets including call back, chat and queue time status.