inContact's Optimization Suite Enabled with Automated Contact Routing Achieves Better Customer Engagement

By CIOReview | Monday, September 22, 2014
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SALT LAKE CITY, UT: inContact, a provider of cloud contact center software and contact center workforce optimization tools, launches inContact Discover WFO Suite, a comprehensive cloud workforce optimization (WFO) solution designed for contact center managers to deliver the best customer engagement.

Integrated with inContact’s contact center offering, the latest WFO suite from inContact enables contact centers to deploy a single unified platform for Recording, Quality Management (QM), Speech and Desktop analytics, Workforce Management (WFM) and Performance Management, with intelligent automated actions connected back to inContact’s multi-channel routing and IVR.

Benefits of inContact Discover WFO Suite are: customer experience enhancement and compliance risk mitigation through interaction capture, replay and evaluation; efficient customer servicing through contact volumes forecasting and creating optimal employee schedules; leveraging speech technology to learn about customer sentiment, trending topics, root causes of dissatisfaction across the entire volume of customer calls, and identifying opportunities for improvement; customer interaction maximization through data input recognition and intelligent actions; displaying real-time performance data by integrating disparate systems using gamification in order to bolster agent engagement and empowerment; opportunities for improved performance through direct customer feedback.