inContact Announces Second Major 2016 Release of Award-Winning Customer Interaction Cloud

PRESS RELEASE: inContact announced the details of its second major release of Customer Interaction Cloud for 2016, version 16.2. These advancements are centered on providing inContact customers the power to achieve their customer experience and business goals by unlocking the true potential of the cloud.

inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. (PRNewsFoto/inContact)
“Customer experience is the new battleground,” said Paul Jarman, CEO of inContact. “We are constantly innovating in the cloud to ensure contact centers have the most advanced features to meet the expectations of their customers, and to help them achieve their business goals faster and easier, with greater flexibility and confidence.”

Updates to the inContact Customer Interaction Cloud include new capabilities across key components of its unified solution, including Omnichannel Routing, Workforce Optimization, Analytics, Voice as a Service™, and Open Cloud Platform. In this second major release for 2016, inContact is transforming one-on-one experiences so that organizations of all sizes can win every customer interaction and achieve their desired business outcomes, as they:

  • Improve customer experience through superior voice quality, intuitive HTML5 interfaces for agents and supervisors and faster agent handling of omnichannel interactions.
  • Capture and convert revenue opportunities with advanced agentless outbound communications.
  • Maximize return on investment through new and updated integrations with leading customer relationship management (CRM) systems as well as premises-based Automatic Contact Distribution (ACD) systems. New ACD integrations allow customers to retain their legacy on-premises equipment and realize the full benefits of advanced workforce optimization delivered fully in the cloud, as part of an overall hybrid deployment model.

Improve Customer Experience

inContact Voice as a Service™ improves customer experience by guaranteeing carrier-grade voice quality, regardless of location. The new Regional Latency Reduction solution evaluates each call to minimize latency and ensure that high-quality voice service is delivered to every customer while simultaneously reducing the cost to deliver voice in remote locations. Also with the 16.2 release, Mean Opinion Scores (MOS) are isolated for each segment of a call, so that inContact experts can troubleshoot call quality and availability in minutes—not hours—and maximize the call experience for their agents and customers.

As part of the 16.2 release, inContact’s award-winning agent interface, My Agent eXperience™ (MAX), offers agents the ability to handle routed voice calls through an integrated WebRTC enabled softphone. Seamless softphone integration eliminates the distractions caused by multiple panels and saves time by providing agents with a single interface in which to manage the entire customer interaction. In addition, a new purpose-built Supervisor Interface delivers a single, consistent experience to help supervisors more effectively manage their teams’ performance. Upgrades to the inView™ Performance Management dashboard, including improved internal messaging, chat, mobile and collaboration tools, promote teamwork and ensure consistency in communication throughout the contact center.

Enhancements to Omnichannel Routing improve email, chat, and social media interactions to facilitate faster, more responsive text-based customer communication:

  • New Email Inbox improves agent productivity through superior email handling flexibility, prioritization, and control of routed emails
  • Improved Chat Handling, features new typing indicators, reduces customer frustration and abandonment through increased engagement
  • New Social Media Routing allows customers to blend Facebook and Twitter messages into the work queue of dedicated, specifically-trained agents to better handle social responses received through public and private channels

Capture and Convert Revenue Opportunities

Contact Centers gain new tools to capture and convert revenue opportunities with inContact Personal Connection™. Now featuring Outbound Agentless Email, Personal Connection allows organizations to proactively solve customer challenges and send relevant reminders – leading to increased customer loyalty and upsell opportunities. Contact centers will improve operational efficiencies with new options for automatic follow-up email communication and enhancements to Agentless SMS, which allows users to determine whether the delivery of an SMS message finalizes the contact record.

Maximize Return on Investment

New and improved integrations to leading customer relationship management (CRM) systems help inContact Cloud Interaction customers maximize their return on investment. Upgrades to inContact Agent for Salesforce® provide core functionality available within MAX™, including new Email Inbox capabilities.

New and expanded Avaya® and Cisco® integrations support for inContact Call Recording and inContact Workforce Management support the latest versions of these widely deployed, on-premises systems. These new integrations make it possible for contact centers to retain their current premises-based ACD equipment and add or upgrade to the latest cloud-based inContact Workforce Optimization software as part of an overall hybrid IT strategy.

inContact is making it easier for contact centers to reach their goals of driving revenue and market share while achieving greater efficiencies and decreasing costs. inContact focuses on helping organizations achieve their business goals by turning the customer experience into a competitive advantage through a suite of purpose-built cloud solutions. In this second major upgrade release of 2016, inContact continuously advances and strengthens its complete cloud contact center solution. Hundreds of leading brands trust inContact to support more than 6 billion interactions in over 100 countries worldwide.