InContact

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inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center call routing, self service and agent optimization solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

Don’t wait until a customer tweets about poor service or your team misses its SLA goals. Our cloud solutions help you keep pace with your customers while building memorable and lasting relationships with them.

Here’s what you’ll get from us:

  • Multi-channel communications via one universal queue.  Give your customers the type of support they want – phone, social media, chat, text, or email – and easily manage it from one unified queue.
  • Powerful solutions that make it easy to treat each customer like a star.  Make your customers say “Wow” with innovative software that helps agents treat each customer uniquely while maintaining overall efficiency.
  • Innovative, yet low maintenance, technology.  Get flexible, pay-as-you-go, always up-to-date, cloud technology.
  • Deep industry experience.  We’ve been working with contact centers for a long time. We really understand your challenges and built our technology to solve them.
  • Passionate tribe of customers.  We’re grateful (and humbled) that our customers have lots of nice things to say about us.

 

inContact’s sophisticated cloud-based technology gives call centers many advantages not available with traditional premise-based systems. Aside from being far more cost effective, inContact allows call centers to create a differentiated and profitable customer experience. inContact enables call centers to understand their customer preferences, touch points and channels; optimize the mix of self-service and agent-managed contacts; and deliver customer-centric business insights.As a complement to the company’s call routing and agent optimization solutions, inContact has built inUnison, a powerful ecosystem of alliances with leading solution providers that are easy for customers to buy and implement. The inUnison is aligned by vertical and customer need and offers an intelligent workflow between the platform and applications.

The inContact platform includes an ACD with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, WFM, eLearning, hiring and customer feedback measurement tools. Together, the inContact platform creates an integrated, all-in-one solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site.

inContact Products and Services:

  • Automatic Call Distribution (ACD)

  • Interactive Voice Response (IVR)

  • Speech & Desktop Analytics

  • CRM Integrations

  • Cloud Contact Center Platform

  • Network Connectivity

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