New tools to enhance call center operations
(Manila, Philippines) – Leading cloud-based software provider inContact has recently introduced two new dynamic tools for local call centers: the CRM integration software Plug-in Agent and the management solution Reports 2.0, to enable smoother call center operations.
Plug-in Agent enables a seamless but powerful integration between the company’s cloud-based call routing software and leading CRM systems. The inContact Plug-in Agent powerfully combines customer information with contact routing and self-service solutions and acts as an “action engine” for the CRM data.
“CRM integration with premised-based solutions in the past has been a difficult task and an expensive undertaking. As a result, call centers have been required to work with siloed applications,” inContact Country Manager Junie Pama said. “inContact integrates processes using our Plug-in Agent for call centers to work more efficiently”
The inContact Plugin Agent enables intelligent call routing so that the call and caller information are delivered on a single, unified screen on the agent’s desktop. In addition, the Plugin Agent embeds the inContact call controls directly into the CRM application toolbar. It enables call centers to provide more effective service while enabling agents to adhere to the workflows of the applications being used. CRM providers and systems integrators can also leverage the inContact Plugin Agent to deliver powerful, tailored solutions for their call center customers.
On the other hand, inContact Reports 2.0 is a powerful, integrated reporting and analytics platform that provides an intuitive dashboard view of contact center results, which enables managers to quickly assess the performance of their entire operation and use this actionable intelligence to improve the decision-making process.
Reports 2.0 enables users to choose from a wide variety of powerful, precalculated metrics to easily customize reports with just a few clicks of the mouse and save those reports for future use.
inContact Reports 2.0 enables managers to analyze data quicker and easier than with traditional premise-based systems, helping them oversee their call center operations,” Pama said. “The cloud lets our customers virtualize their operations across contact centers and distributed agent populations, and now Reports 2.0 delivers a comprehensive and unified view of the performance across their entire enterprise.”
About inContact
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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