Cloud contact center software provider inContact has announced their second major 2013 release—inContact 13.2. Key features of the new release include compliance through do-not-call list management and intelligent call suppression, and improved agent productivity and list penetration, along with simplicity and effectiveness. According to a company statement, this newest release will “enhance personalized service experiences, deliver more one-to-one connections with customers while providing game-changing contact center effectiveness.”
inContact boasts that the customer will never wait in silence with its technology. This latest release promises to solve the issues that arise with traditional legacy predictive dialers—do you make customers happy, or do you sacrifice productivity? One inContact customer noted that inContact is rendering the “unfortunate choice” between service quality and operational efficiency “obsolete.”
Paul Jarman, the CEO of inContact, said that he is enthusiastic to be delivering a software release that will help their customers “stay on the cutting edge of customer service technology.” He went on to add, “Unlike legacy premise solutions that lock customers into an 18-month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges.” Two new API frameworks were a part of the release—an Agent API and a Mobile API.
It is not just call center representatives whose efficiency is improved by 13.2. The release is accompanied by an iPad application for managers, Supervisor On-the-Go. With the application, the company says, supervisors will be able to stay mobile while they access real-time information and quickly perform tasks, like removing agents from a queue.
inContact 13.2 may have truly revolutionized outbound calling technology. According to a representative from inContact, customers can also look forward to a demo video, an executive brief on collections, and an executive brief on compliance in the near future.
Edited by Rory J. Thompson