inContact (NASDAQ: SAAS) reported that a current Fortune 500 customer will expand its existing inContact cloud solution by adding inContact´s Analytics-Driven Quality and Workforce Optimization.
Previously the company used several different systems that required time-consuming work to tie together agent performance, customer feedback and operational data. The combination of the core contact centre platform and WFO in one unified cloud solution delivers maximum control and insight for the company who is seeking more sophisticated tools to improve customer service efficiency and quality.
inContact Analytics-Driven Quality is a cloud speech analytics software engine that works directly with quality monitoring and recording to capture, evaluate and take action based on customer interactions in large amounts of audio call data.
inContact is the cloud contact centre software leader, helping organizations around the globe create high quality customer experiences. inContact is 100 percent focused on the cloud and is the only provider to offer core contact centre infrastructure, workforce optimization in the cloud plus an enterprise-class telecommunications network for the most complete customer interaction solution. To learn more, visit www.incontact.com.