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inContact Introduces New Reporting and Analytics Solution
The company expects platform-wide reporting to enhance the performance of contact center operations.
Posted May 11, 2011
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inContact today released inContact Reports 2.0, an integrated reporting and analytics platform.

inContact Reports 2.0 provides a dashboard view of contact center results that enables managers to quickly assess the performance of their entire operations and use this actionable intelligence to improve the decision-making process. In addition, Reports 2.0 enables users to choose from a variety of precalculated metrics to customize reports with just a few clicks of the mouse and save those reports for future use.

The new solution lets users build, save, and export reports in just a few clicks of a mouse; drill down into data to unveil root causes; mix and match filters, such as agent, location, skill type, and more, to get a broad view of their data; and display data in charts, graphs, and summaries to help visualize results for fast decision-making.

"Our new inContact Reports 2.0 solution helps managers see how their contact center is operating by enabling them to analyze data quicker and easier than with traditional premises-based systems," said Jim Tanner, inContact's executive vice president of product and strategy. "The cloud lets our customers virtualize their operations across contact centers and distributed agent populations, and now Reports 2.0 delivers a comprehensive and unified view of the performance across their entire enterprise."

Tanner calls Reports 2.0 "the next evolution in cloud-based contact center reporting," noting that it "enables organizations to measure and improve the things that matter most to their customers."


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