inContact, a provider of cloud contact center software and contact center agent optimization tools, has expanded its multichannel platform with new device-agnostic mobile solutions. These new capabilities are a direct result of inContact's recent acquisition of of Silicon Valley-based Sierra360, a provider of real-time mobile and social customer engagement solutions.
inContact's cloud offering enables customers to connect with consumers in real-time across multiple channels. With the addition of Sierra360's technology, inContact will enable contact centers to support connected consumers on virtually any mobile device.
Highlights of the new mobile solutions, which will be available in a few months, include the following:
- Mobile Co-browsing: empowers agents to guide customers side-by-side through complex forms, transactions, account set up, or issue resolution; and
- Mobility Solutions for Customer Engagement: Seamlessly integrated with a mobile Web site or application, the solution enables customer service agents to chat with customers across mobile devices, tablets, and computers in real time.
"Our recent survey with Harris Interactive showed that 70 percent of consumers felt that mobile service applications are key to customer satisfaction, interaction, and loyalty. Expanding our mobile offering with both the product IP and expert personnel gained through this acquisition helps us address this growing segment more quickly and extends our leadership in the cloud customer interaction management space." said Paul Jarman, CEO of inContact, in a statement.