UCN’s (Booth 515) inContact suite of products now is available to its agent community. UCN has combined its long-distance VoIP service with inContact, a suite of pre-integrated, contact center applications hosted within its network. Among the features that have been pre-integrated into the product are: interactive voice response (IVR), skills-based automated contact routing (ACD), computer-telephony integration (CTI), predictive dialer, call blending, automated call back and support for multi-media contact strategies (voice, e-mail, chat, fax) through a common queue.
The application — and its reporting, monitoring and recording functions — is able to support the at-home contact center agent as effectively as it supports in-office workers, says the company.
The suite is complemented by a custom programming tool, inControl, that enables businesses to design call and contact flows to meet individual, specific requirements. Because UCN owns the network and the applications that run within the network, telecom agents are able to offer solutions that improve contact center productivity, customer service quality and operational efficiency, says UCN.
UCN reports one of its telecommunications agents selling the inContact suite has closed $200,000 in monthly revenue in the past eight months, and expects to close another $500,000 in monthly revenue in the next several months, generating 20 percent commissions on that volume.