Serving more than 600 contact centers across the globe, inContacs helps in improving agent productivity, through improved call routing, and also helps companies to forecast demand, manage workforce scheduling, analyze and optimize staffing and report real-time adherence. It allows visibility into call flow trends through real-time reporting, which will help organization to more efficiently staff agents to respond during peak call periods.
inContact is offered in a Software-as-a-Service model with virtually no capital expense involved in implementing the solution, says the company. Its ability to utilize the distribution company's existing phone system hardware enables a number of functional benefits to the customer relationship management process.
inContact has integrated its call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR) and outbound systems with over a hundred CRM solutions, including Salesforce.com, Microsoft (News
) Dynamics CRM, and Right Now Technologies.
"Our CRM integrations streamline the call flow process with intelligent screen pops, integrated call controls and click-to-dial capability, which vastly improves the customer experience and reduces call handle times," said Paul Jarman, inContact CEO. "We are continuing to advance our CRM integration and will launch a new architecture in May to apply across all browser-based integrations."
Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions said that, inContact has demonstrated to the editors of Customer Interaction Solutions that their products and services have substantially improved the processes of their clients' businesses by facilitating the flow of information needed for companies to retain their most precious asset: their customers.
Since its inception in 1982, Customer Interaction Solutions has been the premier publication in the CRM, contact center and teleservices industries. The latest CRM Excellence Award winners have been selected on the basis of their product's ability to help expand the customer relationship to cover the entire enterprise and the entire lifetime of the customer.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Tim Gray