Software innovator InContact is lifting the cover on a major new release
of its versatile cloud contact center platform. The new cloud software
release offers infrastructure enhancements designed to harmonize contact
center operations by creating a single integrated flow of multi-channel
interactions. The customer benefits from a greater ability to
communicate via their channel of choice, agent workflow is optimized,
and contact center managers get a panoramic view of their entire
operations.
inContact Senior Product Marketing Manager Madelyn Gengelbach analogized
the improvements to installing a new high-tech kitchen and then
tweaking the appliances to further enhance the results. “The first few
meals you prepare can be really good,” she said. “But then you make few
adjustments and you’re making everything even better for the future.”
The updated platform incorporates four significant new elements.
InContact Universal Queue – A work item routing and
contact interlacing tool that automatically pushes a seamless flow of
work to agents throughout the day, based on their skills, availability
and prevailing customer priority. The Universal Queue orchestrates
native inContact channels such as voice, email and chat as well as
external work items including social media, trouble tickets and CRM
cases...just about all of the work that comes through in a contact
center. It’s an intelligent routing system that determines when active
channels like voice should take precedence over such passive channels as
email. Universal Queue gives each individual agent a personal cloud
that provides email interruptibility. When a high-priority active
communication is received, the system automatically interrupts the email
work, and puts it on the back burner by parking on the agent’s personal
cloud. When the agent is again available, it is returned to the queue.
Power Agent - An enhanced user interface that allows
agents to answer calls, transfer work items, send emails, respond to
chat, all in one powerful and unified interface. It eliminates the need
to open and access multiple windows. Power Agent can be resized and
customized directly on the desktop to suit the needs of agents and the
preferences of contact center managers. It expands upon inContact’s
“Always There: Never in the Way” strategy, giving agents greater control
of the real estate on their desktops and providing CRM integration.
inContact CMO Mariann McDonagh noted “As contact centers continue to
become more complex with channel proliferation, customers often run up
against a brick wall in trying to get results on their channel of
interest. Agents have to toggle back and forth to serve customers on
different channels. Both Universal Queue and Power Agent enable contact
centers to address these major pain points and dramatically enhance
their service delivery strategies.”
True Dialer Blending - Provides agents with the
capability to seamlessly switch between inbound and outbound
communication. As campaigns are created in both areas, the InContact
platform allows for prioritization of these campaign via informed
routing decisions. Contact centers can scale agents to address specific
needs and integrate other skill-based teams with the capabilities to
handle both inbound and outbound communications when necessary. The
blended queue has the capability to analyze pending items and determine
the order in which they should be handled. The system also takes
skill-based routing to the next level, referencing agent skill sets to
route high-priority items to the most qualified available agent.
inContact’s Gengelbach picked up her kitchen analogy. “True dialer
blending is like a smooth mixing of ingredients. Like any good recipe,
it gives options to the individual who’s putting all of these
ingredients together. It’s highly customizable by the client –easy to
use and easy to change, even if you’re not tech-savvy.”
The inCloud Ecosystem - A partner network that provides a
single place to turn for all customer-facing business solutions.
inCloud gives either independent developers or the customers themselves
to quickly and easily develop on the inContact platform. through the
release of four API frameworks: Real-Time Data API, Admin API, Patron
Service API and Interaction Management API.
“inCloud provides a framework for our customers to come up with
solutions that are most important to them,” said Gengelbach. “It
provides the tools to interact with the system and have the ability to
transform internal and external facing dashboards and design apps to
best suit their needs.”
“We want our platform to be as inclusive as possible,” said McDonagh.
“inContact doesn’t believe in one-size-fits-all solutions. We want to
provide better business agility and put the power in the hands of the
users without the need for technical skills.”
“Companies shouldn’t have to wait 18 months for updates,” said
Gengelbach.. “This new release represents the first results of building
on our infrastructure and there’s more to it than meets the eye.” |
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| inContact Senior Product Marketing Manager Madelyn Gengelbach |
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| inContact CMO Mariann McDonagh |
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