inContact Updates Cloud Contact Center Capabilities

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inContact announced this week the market availability of the second major release of its cloud contact center platform in 2013.

Among the features of the new release are the Personal Connection Outbound Solution, which uses patented technology to eliminate delays in greeting callers while allowing agents to make multiple predictive calls.

Another one is the new inContact Agent Console for Salesforce.com, which gives agents the ability to visualize their call queues and service levels, manage interactions and disposition post call work – all without having to toggle between applications. In addition, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent, streamlining work flow.  Seamless screen pops of relevant customer data are delivered automatically to the desktop.

inContact also has added the Supervisor On-the-Go Mobile Application for the iPad, which lets supervisors monitor real-time queue data and SLA adherence, add or remove agents from a queue, record and monitor contacts on the fly and more – all while on the move on the contact center floor.

Expanding the inCloud ecosystem, inContact released two new API frameworks. The Agent API enables customers and partners to build customized agent interfaces that are directly integrated into the inContact platform. In addition, the new Mobile API enables the rapid deployment of patron-facing mobile applications featuring a variety of widgets including call back, chat and queue time status.

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