inContact (NASDAQ: SAAS) said that a financial services company has selected inContact to improve the quality and efficiency of its customer service delivery.
The services firm supports brokers, advisors, and money managers, with different agents assigned for sales and customer service. To continue to serve clients at a superior level, the company wants to fully integrate their contact centre workflow with the Salesforce CRM platform and get the benefit of advanced features including priority routing and screen pops.
The move to inContact´s cloud contact centre platform offers native integration with existing CRM tools through the inContact agent console for salesforce, which enables agents to manage calls and access historical customer data without ever leaving the CRM screen.
This seamless integration will automate call routing based on CRM data, freeing up agents to focus on resolving customer inquiries and streamlining workflows by eliminating the need to re-enter data across multiple applications. Call centre managers will leverage the inContact Supervisor On-the-Go mobile iPad application to monitor real-time queue data, prioritize activity and make assignment changes, all while on the move on the contact centre floor.
inContact is a cloud contact centre software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. To learn more, visit www.inContact.com.