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Cloud Platform Improves Workflow, Joint SaaS Intiative, Microsoft Lync-Compatible Software, ACD Mobile Agent Phone Login

Enhanced Cloud Platform Improves Workflow

inContact has announced the market availability of its enhanced cloud platform, enabling unification of contact center processes and agent activities. These enhancements include:

  • Enhanced Agent Scripting.This feature provides guided prompts, scripts or other contact handling information to help supervisors and managers to assist agents as they navigate new offers or programs. These scripts can be assigned to an entire skill group, e.g. providing new agents with additional support during training, or can create a decision tree that can guide the agent through a series of responses based on customer feedback.
  • Automatic Web Connection. Web Connect enables a customer to receive a seamless flow of service from a website into a contact center. Its "click to call" feature allows a customer to leave a call back number on a web application, which automatically routes to the contact center queue to initiate a call back. The Commitment Manager solution enables that customer to specify the date and time when they would like someone to call them, and automatically adds the customer into the queue.
  • Unified Agent Desktop Tools. The CRM Plug-in Agent can embed the cloud application directly into commonly used agent applications, such as Salesforce,com, RightNow Technologies and Microsoft Dynamics CRM, and offers an "always there, never in the way" ribbon interface that delivers the call and caller information on a single, unified screen on the agent's CRM desktop. The Plug-in also enables agents to control the look of their desktop, and choose settings that works best with their workflow, while displaying critical contact and queue data.
  • Expanded Blended Dialer. The enhanced blended dialer now enables supervisors to manage agent activity based on pre-determined SLA thresholds, or manually monitor and shift agents "on the fly." Additionally, agent disposition data is now readily available as a report to supervisors and users can more effectively manage Do Not Call lists in the system.
  • Branded Chat Experience. The Studio visual scripting engine enables managers to personalize contact center interactions. Users can launch a targeted URL or survey upon completion of a chat session, directing the customer to the next best action to address their needs.

The cloud platform is the first of three major solution enhancements expected this year.

Echopass and Genesys Join for SaaS Market Initiative

Longtime technology partners Echopass Corporation and Genesys have announced a joint commitment to offer prospective clients the option to of collaborative customer service SaaS. Echopass has contributed to pioneering the cloud-based Software as a Service (SaaS) model. The Echopass cloud-based solution leverages Echopass technology and applications from vendors including Genesys, and incorporates these solutions into its service delivery platform as part of its EchoPlace partnering model.

CCA 10.2 Now Compatible with Microsoft Lync

The Telax Call Center Agent (CCA) version 10.2 from Telax has undergone a major upgrade, enabling it integrate with Microsoft Lync. The software can now identify a Lync users' presence, delivers advanced IVR, ACD and reporting capabilities and supports single sign on (SSO). The CCA version 10.2 touts a redesigned user interface and includes audible alerts for chat sessions so that agents are immediately aware of an incoming chat message. The upgraded software also includes the new TeClick-To-Dial add-on, enabling agents to dial a number directly from an Internet Explorer window. These calls are placed, reported, and recorded as any other outbound call would be, but without the need to input the numbers manually.

Mobile Agent Phone Login for Q-Suite ACD

Indosoft has added a Mobile Agent Phone Login to the Q-Suite ACD for Asterick. The Agent allows employees to access the Automatic Call Distributor using cell phones or other external phone devices without the need for a computer console. This enhancement to Q-Suite expands its flexible and powerful ACD to allow mobile agents to seamlessly be a part of the available agent pool within its skills-based routing.

Christina Hammarberg is the former associate editor at ICMI.