inContact has made additions to its contact-center software to help unify processes for agents and their customers.
The latest inContact release includes the following upgrades:
Enhanced Agent Scripting: Enables contact center supervisors and managers to help agents navigate new offers or programs by providing guided prompts, scripts or other contact handling information. Scripts are designed to ensure faster response to customer inquiries and higher-quality interactions with customers.
Connect the Web to the Contact Center: inContact's Web Connect features "click to call" so a customer can leave a call-back number on a web application. There's also the ability to specify the date and time for the return call.
Unified Agent Desktop Tools: inContact's CRM Plug-in Agent delivers the call and caller information on one screen on the agent's CRM desktop. The CRM Plug-in Agent embeds the inContact cloud application into common applications including Salesforce.com, RightNow Technologies and Microsoft Dynamics CRM.
Expanded Blended Dialer: Lets agents move from inbound to outbound contacts based on call volume and demands.
Branded Chat Experience: This visual scripting engine, dubbed "Studio," allows managers to personalize the experience of interacting with their contact center. For example, managers can create chat sessions and surveys for end users to complete.
Enhanced Reporting: The latest release includes enhanced interval reports and customized dashboards.
inContact sells through the channel, including through master agencies such as PlanetOne.