inContact Updates Contact Center Platform, Gives Unified View of Customer Communications

3 minute read
Katie Ingram avatar

Cloud-based contact center solutions and optimization provider inContact has released version 13.1 of its platform. The newest release offers customer service managers the chance to view customer messages in one unified stream, regardless of the channel used. 

Founded in 1997, inContact started as an automated call distributor, computer telephony integration and interactive voice response company. It has since expanded to include online hiring solutions, e-learning, communication applications and workforce management solutions.

Version 13.1

Prior to the current release, inContact executives noticed that despite having tools available, many contact centers needed a more efficient work system -- one that reflected the needs of the current digital landscape and could provide more efficient customer support.

With this in mind, the new release aims to improve how contact centers communicate, optimize workflow and give managers more operational insight. More specifically, this release will create a

single integrated flow of multi-channel interactions, enabling customers to communicate via their channel of preference, optimizing agent workflow and contact handling and giving contact center managers a complete view of their entire operations.”

The Features

There are a variety of features included with this release that include:

The inContact Universal Queue: This tool focuses on work item routing and contact interlacing. Itautomatically regulates work assignments to agents based on their skill level, availability and customer priority. It also acts as a coordination tool for inContact’s engagement channels, such as email, chat, voice, social media and trouble tickets.

The trouble tickets determine which channel is the most important and allows that channel to take precedence over another, minor issue. Work may be interrupted if an agent is working on a previous channel, but that process will be saved and the agent is returned to that channel after they finish with the high priority item.

Learning Opportunities

Power Agent Interface: With this multi-tasking, customizable interface, users have the ability to answer calls, transfer items, send emails and respond to chat without having to move into another interface, which can help improve agent productivity and efficiency.

True Dialer Blending: With this tool, agents can switch between inbound and outbound communication, and create both inbound and outbound campaigns.The inContact system automatically sets a priority level and task order for each campaign and assigns tasks to an agent based on skill level.

The inCloud Ecosystem: Designed for “customer-facing business solutions,” this tool has real-time data API, admin API and chat API. Both independent developers and customers will be able to use internal and external dashboards and mobile applications to fit their personal needs.

As more companies seek to bolster contact centers, seeing them as an important part of the customer experience, solutions with capabilities like inContact's should be in high demand.