inContact has released the first of two enhancements to its cloud-based contact center software planned for 2014. Highlights of the update include context-aware SMS capability for mobile interactions, more integration and new features for the company's Personal Connection Outbound Solution.
"With this release, we are strengthening our cloud platform and suite of products to address the advanced interactions that customers expect today. And we are building in sophisticated analytics and reporting tools to drive insight and operational efficiency across the customer journey," said inContact CEO Paul Jarman in a statement.
New features include:
- Improved integration with cloud CRM solutions from Salesforce and Oracle RightNow. The software now has added multi-channel routing in Salesforce, including Personal Connection outbound and chat plus custom triggers and proactive prompts. New integration with Oracle RightNow includes embedded inContact controls and media bar, voice and work item routing, screen pops, click to dial and call logging.
- Context-aware SMS conversations between customers and agents. Mobile SMS messages can be routed through the inContact cloud universal queue to the appropriate contact center agent who is able to respond and to interact with the customer in a two-way conversation via mobile text. The solution captures and routes the full SMS/text history and conversation to create a positive customer experience across multiple interactions.
- Enhanced outbound features in the Personal Connection Outbound Solution. In addition to delivering no-pause dialing, Personal Connection now includes advanced campaign management, expanded reporting and workforce management integration. The features are also available with Agent Console for Salesforce.
- New Direct Access reporting solution. Based on industry-standard technologies, the company says Direct Access is a reporting solution that leverages inContact’s new customer interaction data architecture. It provides the ability to use advanced analytics and business intelligence based on customer interaction data, agent performance and contact center operations information.
The release includes goodies for developers as well, with a major expansion of inContact's Developer Zone. According to the company, the zone contains customer apps, more than 100 APIs, SDKs, code samples and best practices. In addition, tutorials and guides explain how to connect to the inCloud system and build sample applications.
Winner of Frost & Sullivan's 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances.