inContact Announces Spring 2017 Release of Award-Winning Customer Interaction Cloud
09 Mars 2017 - 1:00PM
Business Wire
New inContact release improves the customer
experience with advancements in omnichannel journey management,
analytics-based routing and customer interaction data retention
inContact, Inc., a NICE company (NASDAQ:NICE) and the leading
provider of cloud contact center software that unifies omnichannel
routing, workforce optimization and analytics, today announced the
details of its Spring 2017 release. Updates to the inContact
Customer Interaction Cloud improve the customer experience with
comprehensive omnichannel journey management, increased contact
handling speed and accuracy through analytics-based routing and
boosts the value of customer interaction data with new cloud
storage services.
This Smart News Release features multimedia.
View the full release here:
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“Providing a complete solution, including integrated omnichannel
routing, workforce optimization and analytics, is crucial for
success in the customer service industry,” said Paul Jarman, CEO of
inContact. “Our purpose-built solution helps contact centers
achieve their business goals and meet the rapidly evolving needs of
the modern customer service industry.”
Deliver Great Customer Experiences through a Complete
Omnichannel JourneyWith this release, inContact makes it
possible for contact centers to deliver a superior customer
experience through a true omnichannel experience across the
customer journey, while providing greater efficiency and detailed
reporting for contact center leaders. Increase agent utilization
and efficiency by enabling agents to simultaneously handle
multiple contacts across multiple channels, while empowering agents
to increase customer satisfaction and first-contact
resolution with the ability to elevate from a single-channel
customer interaction to a true omnichannel session. Unlike other
contact center providers, this new omnichannel journey
functionality is available to inContact customers at no additional
charge. It is delivered natively within the My Agent eXperience™
(MAX) agent interface and includes:
- Omnichannel
Session Handling: Increases agent utilization by supporting
concurrent handling of multiple customer interactions across all
digital channels for a true omnichannel session.
- Omnichannel
Session Elevation: Agents may “elevate” a single-channel
customer interaction to an omnichannel session by adding channels
to a live interaction, such as adding voice to an existing chat
conversation. Only inContact routes and tracks these additional
channels through the automatic contact distribution (ACD) process,
enabling an added voice conversation on customer’s device of
choice, unlike other solutions that can only add voice via WebRTC
on a PC browser.
- Omnichannel
Workload Throttling: Agents now can control new contact flow
to maintain quality and responsiveness, especially if a contact
with a text channel elevates to voice. This provides greater
utilization than other ACDs which only view agents as “busy” or
“available” for new contacts.
- Omnichannel
Session Reporting: All reporting and dashboards have been
updated to reflect customer sessions that include multiple
simultaneous channels and agents that handle multiple customers
across channels – providing true reporting on the omnichannel
customer experience and the productivity of agents.
Gain Speed and Accuracy with Industry’s First Analytics-based
RoutingThe Spring 2017 release delivers a first-of-its-kind
intelligent routing innovation, made possible by inContact’s 2016
acquisition of Attensity, a leading provider of text-based
analytics. inContact is the only contact center provider to offer
native analytics-based routing that combines natural language
understanding and analytics with a sophisticated skills-based ACD
to improve contact routing accuracy and speed. inContact customers
can now expect to significantly improve customer
satisfaction, increase agent productivity and reduce
agent attrition through the routing of text-based interactions
directly to the appropriate agents through topic, priority and
sentiment analysis. Detailed examples of this new functionality
include:
- Topic
Routing: Analyzes content to determine the topic being
discussed in an interaction and routes text-based interactions to
the appropriately skilled agent based on the product or service
mentioned.
- Priority
Routing: Analyzes content to classify an interaction as
“priority” or “non-priority”. Emails from dissatisfied customers
are flagged for priority routing to specifically-skilled, or more
senior, agents for handling.
- Sentiment
Routing: Uses sentiment analysis to classify an interaction
into four categories: negative, mixed, neutral, and positive.
Delivers positive and standard-topic emails to new or
less-experienced agents while sensitive interactions are routed to
veteran agents.
Retain and Search Every Customer InteractionNew cloud
storage services increase the value of data by allowing
inContact customers to easily store their data for long-term
retention and execute richer, more targeted searches for improved
analysis. Automated retention and data archiving processes
improve the reliability of data by eliminating common errors
associated with manual file management and data transfer processes.
inContact Cloud Storage Services deliver:
- Native Storage
Options: Reduce or eliminate the need for data transfer of
storage, maintenance of storage infrastructure, and/or outsourcing
to third-party solutions with integrated active storage, long-term
storage and automated archiving policies.
- Metadata
Search: Provides the ability to execute a targeted search
via metadata tags on all files contained within long-term
storage.
- Optimized Data
Management: Define time-to-live to determine how long each
file type is retained and when a certain file type is moved to
long-term storage, allowing for granular data administration and
reduced storage costs.
The inContact Spring 2017 release advances and strengthens its
complete cloud contact center solution with advancements designed
to boost efficiency and flexibility for the modern contact center.
With these latest innovations, inContact expands its
enterprise-level, global Open Cloud Platform, built with the future
in mind and capable of evolving with customer growth and the
rapidly changing landscape of the customer service industry.
Additional Information
- Learn more about available cloud
solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on
Facebook
About inContact, a NICE company
inContact is the cloud contact center software leader, with the
most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized
as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and
DMG, inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. inContact is a part of NICE (Nasdaq: NICE), the
worldwide leading provider of both cloud and on-premises enterprise
software solutions, helping organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are
using NICE solutions. For more about NICE, visit www.nice.com. To
learn more about inContact, visit www.incontact.com.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Jarman, are based on
the current expectations of the management of NICE Ltd. (the
Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) and the resulting uncertainties; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more
detailed description of the risk factors and uncertainties
affecting the Company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company’s Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170309005573/en/
Media:inContactGavin Gustafson, +1-801-320-3323
(MT)gavin.gustafson@incontact.comorInvestors:NICE Ltd.Marty
Cohen, +1 551 256 5354 (ET)ir@nice.comYisca Erez, +972-9-775-3798
(CET)ir@nice.com
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