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Visit their Web site: www.incontact.com

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inContact (NASDAQ: SAAS) is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com.

Product Description

inContact offers the only complete cloud contact center solution. Recognized as a leader by five major analyst firms, our software is helping organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform.

inContact helps you:

  • Make your customer experience a competitive advantage: Customer experience is the new battleground. We’ll help you understand exactly what your customer wants and help you get there faster and easier, with greater flexibility and confidence than ever.
  • Achieve your performance goals: Our purpose-built solution and deep expertise help you reach your customer experience goals and meet the broad, evolving business objectives of the modern contact center.
  • Unlock the true potential of the cloud: Only inContact uses the latest cloud technology to unify omnichannel routing and workforce optimization, creating a single, proven solution that’s as reliable and scalable as it is cost-effective and flexible.
  • Omnichannel Routing: Automatic Call Distributor, Interactive Voice Response, Proactive Outbound
  • Workforce Optimization: Workforce Management, Quality Management, Performance Management, Survey
  • Analytics: Analytics, Reporting
  • Voice As A Service
  • Open Cloud Platform: CRM Integrations, UCaaS Integrations, Partner Ecosystem, RESTful APIs
Whitepapers, Archived Webcasts and Sponsored Content
  • inContact's CRM Integrations
    inContact pre-built CRM integrations, such as the inContact Agent for Salesforce®, empower agents to personalize omnichannel customer service. They provide seamless, bidirectional integration between your CRM system and your contact center that increases agent efficiency and independence by delivering a real-time 360-degree view of the customer – all within a single, unified interface.
  • Modernize Your Contact Center: How to Move to the Cloud with Confidence
    Today’s companies are at the mercy of increasingly empowered customers who expect convenient, consistent and speedy service. They expect brands to know what they want before they ask for it. Such rapidly changing demands require the business agility to serve customers across any channel, from any place, at any time—and to make adjustments as needed—quickly and with minimum effort and resources.
  • Powerful Enablers of Omnichannel Customer Loyalty
    When it comes to delivering true omnichannel customer experience, enterprises are at different maturity levels, and have invested in different technologies. Wherever they are in their journey and however their IT stack looks, success lies in aligning CRM, CCaaS, e-commerce and other transaction systems and using them together in a synergistic manner. There is no one best approach to get this done, the white paper discusses a few of those based on the state of business.
  • Benefits of the Coud for Your Contact Center Video
    At inContact, we give companies the power to put their customer first. Our unique cloud contact center software helps contact centers improve the cost and quality of the customer experience. Our focus is on customer service, so we put a lot of focus on streamlining technology to benefit our customers, and our customers' customers.
  • 3-Minute Tour of inContact’s Contact Center Solutions Video
    Today's customers are empowered by virtually unlimited choices. But what they prefer is a company who is willing to deliver the best experience possible. Your contact center is at the core of this exceptional customer experience, which means you have the power to engage with them in the way they want and in the way that brings the voice of your company to life.
This company is listed in the following categories:
Consumer Packaged GoodsCustomer Service/Call CentersEducationFinancial Services/Banking
Manufacturing/AutomotiveNon-profitPharmaceuticals/ChemicalsProfessional Services
Articles Mentioned
The 2018 CRM Service Elite Customers: TechStyle Fashion Group
TechStyle gives a NICE boost to its agent and customer experience
NICE Introduces Winter Release of NICE Satmetrix NPX
Integrations with NICE Nexidia Analytics, NICE AIR and Engage, and NICE inContact CXone cloud platform unify direct and indirect customer feedback with behavioral and operational data.
NICE inContact Launches CXone Agent for Salesforce
CXone Agent for Salesforce add's NICE's Workforce Optimization to Salesforce.com's unified desktop. (Featured on SmartCustomerService.com.)
NICE inContact CXone Agent Now Available on the Salesforce AppExchange
NICE inContact CXone Agent unifies the agent console to streamline customer and agent experiences. (Featured on SmartCustomerService.com.)
NICE inContact Releases Summer 2017 Version of CXone
The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization.
As the WFO Market Evolves, Will Vendors Adapt?
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
Inbenta Joins NICE inContact DEVone Ecosystem
Inbenta will provide hybrid chat and chatbot technology via CXexchange to NICE inContact users. (Featured on SmartCustomerService.com.)
NICE Launches NICE inContact CXone
The cloud platform looks to help organizations improve their cross-channel customer experience. (Featured on SmartCustomerService.com.)
WFM Solutions and Vendors Are Not All the Same
A buyer's guide for a market in which one size does not fit all
7 Myths of Customer Experience (And Why They're Wrong)
Companies need to stop living in a fantasy world and start seeing things as they really are (through their customers' eyes)
NICE inContact Joins FedRAMP Marketplace
Government agencies will now have access to the first cloud contact center solution available directly from a FedRAMP-authorized provider. (Featured on SmartCustomerService.com.)
Inbenta Joins inContact inCloud Ecosystem Partner Program
The partnership allows users of inContact's cloud contact center software to add conversational chatrbot technology. (Featured on SmartCustomerService.com.)
TechStyle Gets NICE with Its Employees
An agent engagement tool and precise staff forecasting provide a path to better experiences for employees and customers
Bots Should Be in Your Contact Center’s Future
The technology emerges as businesses look to artificial intelligence to improve customer service
The 2017 CRM Service Rising Stars: NICE—the Contact Center Consolidator
Big acquisitions propel the company to a coveted spot in the industry
inContact Releases Spring 2017 Version of Customer Interaction Cloud
inContact has introduced the Spring 2017 release of its Customer Interaction Cloud, which features comprehensive omnichannel journey management, analytics-based routing, and cloud storage of customer interaction data. (Featured on SmartCustomerService.com.)
Cloud Solutions Are Rising in the Contact Center
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Workforce Optimization Is Under Siege
The sector has slowed of late, but innovation shows a way forward
3 Key Rules of Customer Engagement
Organizations that don't interact well can ‘lose customers for a long time'
Speech Analytics Can Help Alter the Service Paradigm
To create outstanding and personalized experiences for customers, you have to know them
inContact Updates Agent for Salesforce
inContact unveils newest release of Agent for Salesforce on the Salesforce AppExchange. (Featured on SmartCustomerService.com.)
Workforce Optimization Is Poised for Big Changes
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Citizen Relationship Management Requires a Different CRM
Government can't do what businesses do, but citizens still expect the same kind of customer service
InContact Partners with HelpSocial for Social Customer Service Integration
inContact has partnered with HelpSocial to bring social media customer care capabilities to contact center agents using inContact's Open Cloud Platform. (Featured on SmartCustomerService.com.)
inContact Releases Customer Interaction Cloud 16.2
Latest release delivers advanced features to improve customer experience, capture and convert revenue opportunities, and maximize return on investment. (Featured on SmartCustomerService.com.)
NICE Acquires inContact
The deal adds cloud and contact center infrastructure technology to NICE's portfolio. (Featured on SmartCustomerService.com.)
Cloud-Based Contact Centers: Bringing Clarity to a Crowded Market
A glut of vendors poses a challenge to buyers
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
InContact Expands Its Customer Interaction Cloud
The latest release from inContact provides omnichannel routing, workforce optimization, voice as a service, and an open cloud platform. (Featured on SmartCustomerService.com.)
inContact Upgrades Cloud Customer Interaction Platform and Powers New RingCentral Contact Centre
The fall 2015 release of inContact's Cloud Customer Interaction Platform includes greater integrations and multichannel capabilities. (Featured on SmartCustomerService.com.)
inContact Updates inContact Agent for Salesforce on the Salesforce AppExchange
inContact's customers can now create and track customer experiences through Agent for Salesforce.
The Outlook for WFO: Optimal
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
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.
Self-Service Isn’t Enough
Live agents aren't going away—in fact, they're needed more than ever before.
RingCentral Partners with inContact to Provide Cloud Contact Center Functionality
The cloud communications provider will now offer real-time queuing and dashboarding for the contact center.
InContact Partners with Black Box For Cloud Services
The partnership delivers cloud contact center, workforce optimization, and network connectivity solutions.
Outbox Partners with inContact
The partnership will allow for integrations with other CRM systems.
Work-at-Home Solutions Are Transforming Call Center Operations
At-home agents can be as productive, if not more so, as those in the contact center.
inContact Releases Cloud-Based WFO for SMBs
The company's Discover WFO suite in the cloud is unified with its contact center platform just four months after the acquisition of Uptivity
InContact Acquires Workforce Optimization Provider Uptivity to Launch WFO into the Cloud
Once integrated, the single unified solution will cater to the "underserved" midsize WFO market.
inContact Unveils First 2014 Release of Cloud Contact Center Software
InContact has expanded its cloud portfolio to connect advanced interactions across the customer journey.
3 Reasons to Boost Your Contact Center's Strategic Value
Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.
The 2014 CRM Service Leaders
The 2014 CRM Rising Stars
inContact Adds Verint Speech Analytics to Cloud Contact Center Solution
Analytics-Driven Quality (ADQ) will be available as part of the inContact Workforce Optimization (WFO) Suite. (Featured on SpeechTechMag.com).
inContact Partners with Gryphon Networks on Compliance Solution for Contact Centers
Integrated cloud solution offers comprehensive compliance with latest FCC Do-Not-Call regulations.
inContact Announces inView Operations Management Solution for Contact Centers
New inView performance dashboard helps contact centers manage operational and financial metrics across platforms.
inContact Upgrades Cloud Contact Center Software
Enhancements include new outbound offering, intuitive Salesforce.com agent interface, mobile supervisor applications, and expansion of its Cloud API set.
inContact Expands Cloud Platform with Mobile Capabilities
Solutions will support connected consumers on virtually any mobile device.
inContact Expands Cloud Platform With Social Customer Care Offering
The company partners with SoCoCare to deliver proactive social media solution for contact centers.
inContact Releases New Version of Cloud Contact Center Software
The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.
inContact Expands Cloud Software Platform
Cloud contact center software provider adds functionality to outbound campaigns, customer chat, real-time contact center dashboards, and international language and standards support.
In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
inContact Extends Its Cloud Platform
The platform is expanded to include more reporting, scripting, and integrations.
The 2012 Service Leaders
Verizon Selects inContact for Cloud-Based Support
The telecommunications giant aims to help its business clients with a variety of customer communication options.
Siemens Signs Distribution Agreement with InContact
The agreement expands OpenScape Cloud Solutions to include robust, feature-rich contact center capabilities.
inContact Introduces New Reporting and Analytics Solution
The company expects platform-wide reporting to enhance the performance of contact center operations.
inContact Launches Integration for Cloud-Based Call Routing and CRM Systems
The company's new Plugin Agent serves as an action engine for CRM systems
Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
inContact Announces Johnston Press as New Multisite Customer in Europe
The newspaper publisher plans to move several hundred agents in multiple locations to the inContact platform.
InContact Partners with Verint Systems
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
A Tax on Every Call?
A proposed federal tax on overseas calls has the potential to radically alter the contact center industry.
11 Tips to Conquer Contact Centers
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
“For a Happy Customer, Please Press 1”
How interactive voice response helps CRM.
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
Survey Software Continues to Sell
DMG Consulting's latest study finds the contact center survey and analytics software keeps growing despite the recession.
The 2007 Service Elite
It's clear, as the impact of commoditization continues to sweep across various verticals, that devoting serious energy to customer care processes is a bona fide strategy for strengthening brand loyalty. CRM magazine acknowledges five companies that realized eye-catching returns on their contact center services and technology investments with service-and-support deployments in the areas of Web-support services, workforce optimization, speech solutions, hosted contact center services, and agent-facing universal desktop.
Call-Routing Headaches Take a Powder
UCN helps a pharmacy benefit manager handle an expected uptick in call volume.
NYC Rides With Telecommuting
Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.
Transactions: Customer Wins for August 17, 2004
QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.
The Week in Review: July 23, 2004
Dendrite International has completed its acquisition of Schwarzeck-Verlag GmbH; Harte-Hanks announced that it is providing database marketing services for IBM's EMEA Market Intelligence division; Visible Path Corporation released its Visible Path v1.0 solution; and more.
The Week in Review: June 25, 2004
Walker Information has named Leslie Pagel as group director, training and development; FAST Search & Transfer launched its new FAST Marketrac; SAVO Group has launched a Web-based platform designed to help marketing and sales teams use technology to increase efficiency and effectiveness in driving revenue; and more.
Popular Articles

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