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inContact Introduces 2015 Release of Cloud Contact Center Software
The release offers a multichannel agent interface for Salesforce, new outbound campaign management, automated actions in WFO, new reporting options, and additional APIs for a growing developer ecosystem.
Posted May 20, 2015
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inContact, a provider of cloud contact center software and contact center agent optimization tools, has launched a new release of its cloud contact center platform. The latest inContact release is driven by customer needs within enterprise service operations and the increasing importance of unified customer journey management.

The release features a new multichannel interface for& inContact Agent for Salesforce to increase ease of use and agent productivity while handling inbound and outbound voice, voicemail, email, and inContact chat interactions. The Updated campaign management in the Personal Connection Outbound Solution features inContact's patented no-pause connections between agents and target customers. New features support more proactive and personalized steps in the customer journey, with updated campaign management and support for enterprise-level agentless campaigns.

Also included are additional performance metrics for inContact Workforce-Intelligent Contact Center. With the availability of key new data points, inContact WFO customers can create and manage event rules to automatically administer agent proficiencies in the inContact ACD. Access to new Contact Detail Data enables inContact customers to report on as much or as little detail as required.

New APIs and resources are available for rapidly expanding the inContact Developer Ecosystem with 25 new or updated RESTful APIs, including an added reporting scope and functions for advanced do-not-call list management. Single sign-on functionality streamlines enterprise security management.

"With this new release, we are building on our framework and support of contact centers as the vital link for managing the customer journey," said Paul Jarman, inContact's CEO, in a statement. "As customers interact with companies they expect multichannel, personalized experiences that are connected throughout the journey. Cloud technology is well-suited to the task due to its agility, openness, and flexibility as companies envision the desired journey for their customers."


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