Measure, Control, Improve

Right now, in your contact center, you are touching customers. Impressions are being made. Sales are being won or lost. These customer experiences drive your brand, your customer loyalty, and your bottom line. Can you measure the quality of your customer experiences? Do you have the tools to control and improve them?

inContact is a state-of-the art technology platform that allows you to measure, control, and improve each step of the customer experience.

Measure

• inContact Hiring™: Identify, hire and retain the right agents to reduce attrition
• inContact Feedback™: Measures customer satisfaction levels in real-time
• Reporting: Monitor call center activity more effectively with a unified management view
• Real-time monitoring and recording: Spot trends and address immediate problems

Control

• inContact Workforce Management™: Manage scheduling more efficiently
• inControl™: Customize contact handling flows with feature-rich drag-and-drop applications
• Universal contact: One queue for voice, email, fax and chat
• Outbound dialing: Create and manage outbound campaigns for maximum productivity
• On-demand scalability: Scale up or scale down for short-term or seasonal projects
• Disaster recovery: Re-direct your local and toll-free numbers for business continuity

Improve

• ACD with skills-based routing: Route multimedia contacts to the appropriate agent
• IVR and Speech Recognition: Facilitate call handling efficiency and customer self-service
• CTI: Align voice functionality with database records
• Automatic call back: Eliminate the need for the customer to wait on hold
• inContact eLearning™: Ensures agents are knowledgeable
• inContact Workforce Management™: Manage agent schedules more efficiently

To achieve excellence in your contact center, you need to be able to measure, control, and improve the variables impacting your customer experience. You need to do this quickly and cost-effectively. What are the obstacles or barriers preventing you from achieving this level of excellence?

inContact removes these barriers to contact center excellence in an affordable and flexible manner, so you can deliver an exceptional customer experience on time, every time.