How to use inContact Contact Center Software @inContact #WebToolsWiki

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incontact

inContact is customer call center software with automatic call distribution (ACD), interactive voice response (IVR) system, skills-based routing, speech recognition, inbound/outbound and call blending, and workforce management/optimization.

inContact provides you with advanced ACD, IVR and WFO tools to help you create a personalized call center experience to your customers. Choose from a number of solutions to match your desired business goals or role, including Blended Predictive Dialer, Cloud PBX, and Speech Analytics software. Gather your customers from multi-channel communication sources – such as social media, chat, text, phone and email. Place them into one unified queue before skills-based routing automatically directs the call to the most appropriate agent.

inContact offer a range of solutions to meet your contact centre needs. The cloud contact center software is scalable and built on the basic foundation of multi-channel ACD and speech-enabled IVR. CRM integrations, customer feedback, predictive dialers, workforce optimization, quality and workforce management, network connectivity, disaster recovery and reporting and analytics can then be added on.

The solutions is based on a pay-as-you-go billing model and can be used to support multiple contact centers, including agents working from home anywhere in the world. inContact’s Cloud PBX solution guarantees 99.99% availability as it operates in a carrier-grade, geographically redundant environment. The Blended Predictive Dialer software uses SLA based inbound-to-outbound and outbound-to-inbound call blending to help manage large amounts of calls. Calls are automatically shifted between inbound and outbound agents depending on call volumes.

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