Richard Snow's Analyst Perspectives

inContact Supports Customer Interaction Management

Posted by Richard Snow on Apr 13, 2012 11:06:58 AM

Managing contact centers typically includes five areas: communications management, workforce optimization, business applications such as CRM, analytics and customer experience management. Last year I wrote about how inContact has evolved from a communications provider to sell a contact center in the cloud that supports most of those requirements. Its products cover communications (ACD, CTI, Dialer and IVR), workforce optimization (Quality Management, Workforce Management and eLearning, which includes content production, hiring and screen recording), analytics (Reports 2.0, which through a partnership with QlikView provides enhanced reporting and analysis capabilities) and customer experience management (ECHO Customer Survey).

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Topics: QlikView, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, InContact, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Agent Performance Management, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Workforce Management, Workforce Performance Management (WPM), Verint