inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its Analytics-Driven Quality (ADQ) and Workforce Optimization (WFO) solutions have been selected by a current Fortune 500 company. These solutions will be used with the core contact center platform to deliver maximum control and insight for the company. (As per company protocol, inContact declined to name the company)
The WFO suite from inContact enables the companies to analyze their agent’s performance in interacting with customers by capturing their voice conversations, emails, web chat sessions, and more; all information essential to evaluating customer satisfaction and improving employee performance. Moreover, the solution helps the clients save time spent manually scheduling staff by automatically creating agent schedules that account for work preferences, skill levels, and forecasted call volumes.
inContact ADQ offers "voice of the customer" intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, as well as make more informed decisions on products, services, and processes. Sophisticated speech analytics detect customer emotion through linguistic and acoustic analysis, proactively alerting supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis. With inContact ADQ, clients can enable efficient quality management by monitoring queues with Shared Smart Inbox as well as understand customer’s concerns with both speech-to-text translation and pitch analysis.
"Understanding customers to in order to provide them with the best experience is the focal point of progressive companies," said Paul Jarman, CEO at inContact, in a press release. "inContact's comprehensive WFO solution provides key insights on the state of the customer relationship—and delivers integrated and automated tools to act on that information."
Earlier this year, inContact announced that its Workforce Optimization Suite was selected by a leading entertainment company. The solution helped their client to manage sophisticated contact routing in a multi-channel environment.
Edited by Adam Brandt