inContact
7730 South Union Park Avenue
Suite 500
Salt Lake City, UT 84047
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Email: info@incontact.com
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inContact Cloud Contact Center Solutions: Superior Customer Experience and Bottom‑line Results
As the world’s largest cloud contact center solutions provider, inContact handles over 1 billion calls annually and has the highest published reliability in the industry. Delivering consistently exceptional customer experiences means driving customer loyalty by enabling them to connect with brands through all their channel preferences, from voice, email and chat to video and other social media.
Our cloud solutions improve contact centers’ power, agility and responsiveness, and we provide more tools to accomplish this than anyone else: an ACD (Automatic Call Distribution) with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, call recording and customer feedback measurement. We were first with integrated Workforce Optimization (WFO) tools powered by market leader Verint®, that include Quality Monitoring (QM), Workforce Management (WFM), eLearning, Coaching, Analytics-Driven Quality (ADQ) and Performance Management Scorecards.
New! Mid-market WFO through Uptivity
While our Verint-powered solutions are geared primarily to enterprise customers, we now offer a full-featured WFO solution for the growing mid-market through Uptivity, which inContact acquired in May 2014. This WFO suite enables mid-sized contact centers to provide high quality, multi-channel customer experiences and comprises speech and desktop analytics, agent coaching, call and desktop recording, as well as quality, performance, workforce management and satisfaction surveys.
Tools in The Cloud—The Edge You Need
Your contact center doesn’t need to be stuck in the past with costly, premised-based hardware and siloed systems. inContact’s cloud platform and “pay as you go” model enable you to add integrated capability easily and cost-effectively to more deeply understand customer preferences, touch points and channels, then deliver and act upon customer-centric business insights in an optimized way. Following are some of our key solutions.
Cloud Contact Center Solution
Tools for multi-channel routing and prioritization efficiently deliver contacts through the most appropriate channels. Automatic Call Distribution (ACD) utilizes intelligent and flexible software with skills-based routing that enables you to get your contacts to the right person in any location. Dialers keep agents working on your most profitable activities with our predictive, progressive and preview dialers. Interactive Voice Response (IVR) lets you create the perfect mix of self-service and agent-managed contacts.
- Personal Connection™ Outbound Solution personalizes predictive dialing and eliminates the traditional awkward delay.
- CRM Integration: Our platform is integrated with over 100 leading Customer Relationship Management (CRM) systems. Agents can personalize every interaction, making each one more satisfying and productive.
Workforce Optimization (WFO)
With WFO, contact centers provide world-class customer experience and get valuable, actionable information. Leaders can address issues, optimize scheduling and evaluate agent performance with a variety of integrated tools. Workforce Management accurately forecasts customer demand and effectively schedules and manages staff, based on a number of variables. It empowers employees to participate in scheduling and offers real-time visibility into staffing and call volume metrics. Quality Management lets you monitor agents’ performance with synchronized audio and screens and unified evaluation and playback. Scorecards are customizable based on predefined KPIs, or key performance indicators. Customized, flexible evaluation forms can be created on the spot. Integrated Coaching & eLearning lets you give feedback and helps agents improve in areas where they need additional, personalized training.
- Analytics Driven Quality (ADQ) powered by Verint® is a cloud speech analytics engine that enhances the QM solution by providing actionable data from audio recordings. ADQ can identify the whys behind customer calls and detects hidden customer emotions so that issues can be quickly identified and solved.
- Smart Inbox™ and other work flow tools automatically serve up your choice of recorded interactions.
- ECHO Customer Feedback: Real-time surveys conducted at the end of the call allow you to hear the voice of your customers and share those insights to improve service. Multiple survey options include email and IVR.
Reporting & Analytics
Our Call Center Analytics & Reporting tools are flexible and easy to use, enabling you to track critical call center metrics and use them to make smart business decisions. You can choose from pre-built reports, ad-hoc reporting or custom created reports that can be used to view summarized historical data in charts, graphs or raw data grids. The ability to drill down into the data lets you quickly get to the root cause of an issue. And our customizable dashboards allow close tracking of real-time management metrics to quickly make decisions and correct problems.
To learn more details on our cloud platform and contact center solutions take our tour http://www.incontact.com/tour