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Professional

inContact Professional Services

The inContact® Professional Services team is an invaluable resource for your organization. Our business analysts and professional project managers have the expertise to help custom tailor inContact applications to fit your needs. We ensure excellence of our work through a formalized quality assurance process. If your own IT department doesn’t have time to meet an important deadline or your staff hasn’t yet been fully trained on inContact, Professional Services is here to help.

Consulting

Do you want to build your own call flow solution and just need a little guidance? Our Professional Services Engineers can quickly and effectively create a broad range of solutions that address almost any customer interaction situation. Let us walk you through the process, itemize the pros and cons of various implementations, and point you to the most relevant features of inContact to meet your unique objectives. We will help you understand the technical capabilities of the inContact solution so you can spend your time solving problems rather than learning through trial-and-error.

Report Development

The inContact CallDetail application is a great way to retrieve data that can then be imported into your own corporate database. While we have included the most common reports, our Professional Services team can alter current reports or build entirely new reports based on business-specific data fields that are individualized for your organization.

The inContact inTouch™ application includes a set of reports under the “Custom” menu that presents historical data in an attractive, easy-to-print format. Like CallDetail reports, inTouch includes the most commonly requested reports as a default in the tool. If you need additional fields or entirely new reports, our Professional Services team can create these reports and make them available to your staff through the inTouch interface.

Project Management

To ensure you are completely satisfied with the final product, we follow a detailed process to guarantee that each aspect of the implementation is clearly identified and approved by you.

On-site Visits

We can send a Professional Services Engineer to work with you at your facility to refine and optimize your inContact implementation. Our on-site visit often includes a mix of call flow development, environment evaluation and training. The engineer can provide instruction on how to develop call flow solutions, how to access and interpret reports, fully train your agents, and address the overall technical capabilities of the inContact platform.

Custom Web Solutions

Our Web Solutions tool is ideal for call flows that are dependent upon data stored in the inContact database. Build custom browser-based web pages that can be used to modify the behavior of your inContact flows. Here are some examples of how Web Solutions can give you control over your call flows:

  • Make changes to hours-of-operation during holidays or special events
  • Manage employees in a dial-by-name directory for an automated attendant
  • Configure percentage-based routing for various telephone numbers in a call flow
  • Redirect incoming callers to the appropriate “on-call” employee
  • Display a real-time call queue that includes custom information (such as the caller's name, priority, account balance, etc.)

To achieve greater efficiency in your contact center, call a member of Professional Services at:

866-965-7227 (866-965-SaaS) or view our contact page.