UCN (News - Alert), an innovator of on-demand contact center software for intelligent contact routing and agent improvement, has released inContact Outbound Dialer v2.0.

 

The new release offers a robust presentation and management structure for users and comes with a  host of features including improved customization tools for outbound projects, more detailed dispositioning functionality, script routing and adjustable priority delivery.

 

The Outbound Dialer 2.0, which is fully integrated with the inContact ACD, offers more controls for call flow processing and performance tracking which enhance the overall call handling experience. The new dialer includes custom-defined schemas; enhanced format importing; scheduled power dialing; exportable reporting; dynamic call dispositioning; improved agent screen pop with custom data display and forced and optional agent participation modes.

 

"This new version of our outbound dialer strengthens UCN's value proposition for potential customers and brings added value to our existing installations," said Paul Jarman, UCN CEO.

 

"It significantly improves upon an already powerful set of tools that automatically places and delivers answered calls to agents. The new enhancements allow contact centers to more effectively manage call flows and spikes in volume, which is just one of the advanced features of our award-winning inContact platform,” added Jarman.

 

UCN is an innovator of Software-as-a-Service (SaaS (News - Alert)) applications for multi-site contact centers and distributed workforces. The UCN inContact platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention.

 

UCN's patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI (News - Alert).

 

Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. 

The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy.

 

"We are ecstatic with the new outbound dialer. Following a flawless rollout, the new feature-rich dialer allows us to be more efficient and flexible in managing our many types of customer contacts. The result has been improved management and a simplified way to have multiple agents on various dialers throughout the day," said Corran Ashby, Hall Automotive call center manager. 

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