inContact Upgrades Cloud Customer Interaction Platform and Powers New RingCentral Contact Centre



inContact has launched the Fall 2015 release of its Cloud Customer Interaction Platform (CCIP).

"No other cloud contact center provider offers the depth and breadth of technology, people, and partners that we bring to the table to help companies achieve their goals," said Paul Jarman, CEO of inContact, in a statement. "With our comprehensive approach in the cloud, we are making it easier and more affordable for companies of all sizes to create and manage stand-out customer experiences while meeting their key business metrics."

inContact's Cloud Customer Interaction Platform (CCIP)now includes the following:

  • Global Cloud Infrastructure: Highly scalable, reliable, redundant and secure foundation for inContact's 24x7 global, carrier-grade infrastructure. An extensible, open platform with more than 210 APIs for customizing and integrating with solutions from innovation and ecosystem partners.
  • Omnichannel Interactions: Cloud multimedia routing for all customer interactions, including traditional channels such as inbound/outbound voice, voicemail, email, chat, work items, IVR, voice portal, and self-service, as well as newer channels, such as social media and SMS. Includes pre-built integrations and APIs for CRM, unified communications and other inContact ecosystem partners.
  • inContact Voice as a Service: Optimized voice quality solution for contact centers is built on inContact's carrier-grade, global network.
  • Workforce Optimization:: Robust suite of tools in the cloud to help organizations improve agent performance by optimizing operations and by intelligently automating actions and assignments between workforce optimization applications (WFO) and the core contact center ACD and routing engine.
  • Analytics: Consolidated inContact data analytics cloud with reporting and analytics tools.
  • inContact MAX (My Agent eXperience): to improve agent experience and efficiency with streamlined handling of all contact center interactions, regardless of channel. The context-sensitive and dynamic interface is architected to handle omnichannel experiences across the customer journey.
  • Upgrades to inContact inView Performance Management: including new TV dashboards, real-time SMS alerts, and internal messaging capabilities.
  • Updated compliance management in Personal Connection Outbound Solution: that features inContact's no-pause connections between agents and target customers. New APIs to support DNC across multiple campaigns and new control for predictive dialing at the business unit level.
  • New mobile access for inContact Enterprise WFO powered by Verint now available for Android and iOS phone and tablet devices.
  • Updates to Uptivity WFO by inContact: include recording and quality monitoring resiliency enhancements as well as improved forecasting tools.
  • Lync Gateway Beta (Microsoft Skype for Business): allows agents to see the Lync status of users and initiate phone communication with a click, without requiring agents to be Lync users or have Lync installed.
  • New Supervisor Interface as part of inContact Central: with a simple mouse click, supervisors can drill-down directly into agent features.

inContact is also powering the RingCentral Contact Centre, which will be available in the United Kingdom in November.

RingCentral Contact Centre integrates with RingCentral Office and lets contact center agents engage customers through multiple channels, including voice, email and chat. With RingCentral Contact Centre, customers can get advanced real-time reporting and measurement against customized service level agreements.

RingCentral Contact Centre features include the following

  • Reporting, analytics, and monitoring: Both agents and mangers can track performance using real-time dashboards, historical reporting, monitor, and takeover.
  • Interactive voice response (IVR): IVR software allows for Web site, database, and CRM integration with advanced speech recognition and IVR reporting.
  • Queuing and distribution: Automated call distribution (ACD) applies intelligent business rules to customer interactions for all channels.
  • Quality management: Ability to add powerful tools for workforce management (WFM) and workforce optimization (WFO).
  • Third-party integrations: RingCentral Contact Centre has several prebuilt integrations for many popular platforms, such as Salesforce, Zendesk, Microsoft Dynamics, and more.

"We're excited to launch our Contact Centre offering in the United Kingdom and continue to extend the international reach of our full RingCentral capabilities," said John Marlow, managing director of EMEA at RingCentral, in a statement "Now we can broaden our European footprint in partnership with a team that is passionate to bring the next-generation of contact center innovation to the market."


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InContact, a provider of cloud-based contact center software and cloud workforce optimization tools, today launched its first major release of Customer Interaction Cloud for 2016. The latest release provides omnichannel routing, workforce optimization, voice as a service, and an open cloud platform.

Posted March 15, 2016