InContact, Salesforce.com Announce Deal
October 13, 2009
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
InContact, which sells on-demand contact center software and agent optimization tools, has announced that a provider of performance products for the casualty claims industry will be using inContact's product "with Salesforce.com (News - Alert) for its multiple call centers."
"More and more companies are seeing the benefits of layering the inContact product over their existing phone system and using the inContact integration with on-demand CRMs like Salesforce.com," says Paul Jarman, inContact CEO. "With the performance and enhancements these two products and companies bring to one another, we expect to see more and more customers utilize the integration."
The integration of the two products is supposed to let agents and managers work through a single user interface to resolve customer calls and run reports. And because both applications are cloud-based technologies, InContact officials maintain, companies using inContact and Salesforce.com "see a minimal cash outlay, a quantifiable return on investment, a reduced maintenance burden and a pay-as-you-go model."
In March TMC's Shireen Dee reported that inContact announced integration of its inContact platform for contact centers with Microsoft (News - Alert) Dynamics CRM.
With this integration, Dee wrote at the time, "a single sign-on option will be available for inContact and Microsoft Dynamics CRM. This includes inContact's modules for call routing Automated Call Distributor, Interactive Voice Response and outbound systems which can interact in multiple ways with Microsoft Dynamics CRM."
As Dee explained, there is "a boost in both the agent and customer experiences as the agent is fed client information automatically and an auto pop-up on the customer is available for the agent when the customer dials in to the system."
InContact's software is intended to emulate the benefits of a Software-as-a-Service system with "easy overlay of an organization's existing telephony system, providing functional benefits to the CRM process."
Edited by Patrick Barnard
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