PRESS RELEASE: inContact, a NICE company announced the latest version of the inContact Agent on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways. This powerful tool provides an intuitive and smooth integrated interface that displays useful contact center functionality and automatically displays key customer data for every customer interaction routed to the agent.
inContact Agent enables contact center agents to handle omnichannel interactions in a consolidated interface, while skills-based routing ensures customers are directed to the best qualified agent to handle their request regardless of channel. Built on the Salesforce Platform and integrated with Service Cloud and Sales Cloud, inContact Agent v6.1 is available now on the AppExchange.
“In today’s competitive environment, companies need to create lasting customer experiences that drive business results in their contact center,” said Paul Jarman, inContact CEO. “inContact Agent enhances the customer experience by connecting the contact center agent to comprehensive Salesforce data, allowing for faster and more customized interactions.”
The latest updates to inContact Agent are designed to streamline the interaction between agent and customer. Integrations with inContact Personal Connection™ Outbound Dialer offer agents the ability to customize their greeting with customer information preview features and customer callback scheduling with time zone selection to eliminate scheduling errors. Updates to the Salesforce capabilities within My Agent Experience (MAX) include tag support for secondary level of contact classification, launch support on all channels to increase efficiency, and support both Salesforce and Salesforce Lighting.
inContact Achieves Platinum ISV Partner Status within the Salesforce Partner Ecosystem
inContact has also achieved Salesforce Platinum ISV Partner status, the top tier of the Salesforce Independent Software Vendor (ISV) Partner Program. Following the numerous accolades from industry analysts of inContact’s market leadership, the elite Platinum ISV Partnership status recognizes the overall success by inContact in the marketplace. As a Platinum partner, inContact and Salesforce will deepen the investment to improve customer service and sales success for their mutual customers. The expanded partnership combines a leading cloud contact center and workforce optimization solutions provided by inContact with the advanced Customer Success Platform and world’s #1 CRM provided by Salesforce.