Tag Archives: inContact

SpiceCSM Joins NICE inContact DEVone Ecosystem to Provide Customer Engagement Hub for NICE inContact CXone

NICE inContact announced that SpiceCSM has joined the DEVone development program and has products available on CXexchange, the most extensive technology ecosystem currently available in the customer experience market. Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s #1 cloud customer experience platform. Continue reading SpiceCSM Joins NICE inContact DEVone Ecosystem to Provide Customer Engagement Hub for NICE inContact CXone

Vonage Enhances Partnership with inContact to Provide Enterprise-Grade Cloud Contact Center for Businesses

PRESS RELEASE: Vonage, a leading provider of cloud communications for business, has announced an enhanced partnership with inContact. The combination of Vonage’s UCaaS cloud solutions, Quality of Service (QoS) via its nationwide MPLS network and SD-WAN solution, SmartWAN, and inContact’s industry-leading contact center technology, delivers an unparalleled customer engagement platform for businesses. Continue reading Vonage Enhances Partnership with inContact to Provide Enterprise-Grade Cloud Contact Center for Businesses

inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service

PRESS RELEASE: NICE inContact, a NICE company and the leading provider of cloud contact center software unifying omnichannel routing, workforce optimization and analytics, today announced research identifying the quickest and most preferred methods of issue resolution across 10 different customer service channels. Continue reading inContact Survey Reveals 67 Percent of Consumers Prefer Agent-Assisted Customer Service

NICE Announces Closing of inContact Acquisition

PRESS RELEASE: NICE announced that the acquisition of inContact closed today. This game-changing deal brings together two market leaders in contact center applications and contact center cloud, offering the market’s first truly integrated contact center platform with an advanced analytics-driven workforce optimization (WFO) suite in the cloud. Continue reading NICE Announces Closing of inContact Acquisition

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

PRESS RELEASE: inContact announced the details of its third major release of Customer Interaction Cloud for 2016, version 16.3. Highlights include a modern new interface that unifies and simplifies contact center administration across omnichannel routing and workforce optimization, and adds advanced analytics to provide deep insights into customer experience and agent performance – creating a single, proven solution that is as reliable and scalable as it is cost-effective and flexible. Continue reading inContact Announces Third Major 2016 Release of Award-Winning Customer Interaction Cloud

inContact Unveils Newest Release of Agent for Salesforce on the Salesforce AppExchange

PRESS RELEASE: inContact announced the latest version of the inContact Agent for Salesforce on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways. 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. Continue reading inContact Unveils Newest Release of Agent for Salesforce on the Salesforce AppExchange

Industry Research from inContact Offers Valuable Customer Service Workplace Insights

PRESS RELEASE: inContact announced the findings from a July 2016 survey of customer service representatives (CSRs). The study, conducted online by Qualtrics on behalf of inContact, surveyed 500 customer service representatives in July 2016 and reveals that CSRs use phone-based support 86% of the time, despite the continual rise of non-voice channels. Continue reading Industry Research from inContact Offers Valuable Customer Service Workplace Insights

eCommerce Retailer Migrates 1,000 Contact Center Agents to the inContact Customer Interaction Cloud

PRESS RELEASE: inContact announced a growing eCommerce retailer is migrating 1,000 contact center agents to the inContact Customer Interaction Cloud. The company is comprised of 15 different brands which heightens the need to consolidate several disparate systems and explore alternative ways to reduce costs. The transition to inContact allows the company to meet their fluctuating seasonal needs with scalable cloud solutions and broaden their operational visibility through effective reporting. Continue reading eCommerce Retailer Migrates 1,000 Contact Center Agents to the inContact Customer Interaction Cloud

inContact Increases Cloud Capacity with Sonus SBC 7000

PRESS RELEASE: Sonus Networks and inContact announced that inContact has selected the Sonus SBC 7000 Session Border Controller (SBC) to handle the growing amount of voice traffic across its global cloud network. With the SBC 7000’s market-leading scale, inContact is able to break the traditional stacking methodology of small capacity SBCs and scale up to 150,000 sessions via simple software licenses, increasing time-to-market while reducing operating expenses. Continue reading inContact Increases Cloud Capacity with Sonus SBC 7000

inContact and HelpSocial Complete Pivotal Social Customer Care Integration

PRESS RELEASE: inContact announces its partnership with HelpSocial, Inc., the #1 integration platform for customer care and social media. The partnership between inContact and HelpSocial will bring social media customer care abilities to contact center agents through a seamless integration with inContact’s Open Cloud Platform. Continue reading inContact and HelpSocial Complete Pivotal Social Customer Care Integration

Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud

PRESS RELEASE: inContact announced the significant expansion of services by an existing business process outsourcer (BPO) customer. Already equipped with inContact’s inbound contact center solutions, this global BPO is adding 2400 Workforce Management licenses in the cloud to improve contact center operations and increase efficiency. Through inContact’s leading reseller partner, this award-winning BPO has moved more than 4400 agents from inflexible on-premises software to the inContact cloud. Continue reading Global Business Process Outsourcer Adds 2400 Contact Center Agents to inContact Customer Interaction Cloud

Fortune 500 Company Transitions from Outdated, Inflexible On-Premises System to inContact Cloud Contact Center Solution

PRESS RELEASE: inContact announced a Fortune 500 company switched from their outdated and inflexible on-premises system to inContact’s Customer Interaction Cloud. Looking to avoid costly upgrades to its outdated on-premises software, the company—one of the top 10 largest companies in the world— is moving an initial 170 agents across four global locations for one of their divisions, to inContact’s more efficient and flexible cloud solution. Continue reading Fortune 500 Company Transitions from Outdated, Inflexible On-Premises System to inContact Cloud Contact Center Solution

Outdoor Recreational Company Transforms Contact Center Infrastructure by Moving to inContact Customer Interaction Cloud

PRESS RELEASE: inContact announced a growing manufacturer and retailer of popular recreational products is transitioning 175 agents from their unreliable and inflexible on-premises contact center system to inContact Customer Interaction Cloud. The easy-to-use and flexible cloud solution enables the company to scale their operations and forecast staffing needs, offering personalized experiences for their customers. Continue reading Outdoor Recreational Company Transforms Contact Center Infrastructure by Moving to inContact Customer Interaction Cloud

State Government Office Selects inContact Cloud for Contact Center Platform

PRESS RELEASE: inContact announced a large state office will replace its legacy on-premises system with inContact’s cloud-based solution. This new customer will utilize inContact’s multi-channel capabilities to better equip its 750 agents to serve their residents. The state’s decision to transition from its aging system centers on inContact’s customizable and agile cloud platform, built on the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR). Continue reading State Government Office Selects inContact Cloud for Contact Center Platform