Outbound Call Center Featured Article

UCN Announces Release of inContact Outbound Dialer v2.0

August 14, 2008

UCN (News - Alert) recently announced the release of inContact Outbound Dialer v2.0, featuring a robust presentation and management structure for users.
 
UCN is an innovator of on-demand contact center software required in contact center routing and agent improvement. It specializes in software-as-a-service (SaaS (News - Alert)) applications necessary for multi-site contact centers and distributed workforces. The UCN inContact platform can intelligently route multi-media contacts to agents anywhere. This improves management visibility, agent productivity and agent retention.
 
The new release offers improved customization tools for outbound projects, more detailed disposition functionality, script routing and adjustable priority delivery. The Outbound Dialer 2.0, when integrated with inContact ACD, is capable of offering more controls for call flow processing and performance tracking.
 
The solution also features custom-defined schemes, 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.
 
“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,” explained Corran Ashby, Hall Automotive call center manager.
 
Paul Jarman, UCN CEO, clarified that the new version of the outbound dialer augments UCN’s value proposition aimed at potential customers at the same time giving additional value to the existing installations. This release is an enhanced version of the tools which were powerful enough to automatically place and deliver answered calls to agents.
 
In addition, the enhancements will allow contact centers to effectively manage call flows and spikes in volume.
 
An enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI (News - Alert) are all included in UCN’s patented software.
 
The 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 allows application development tools needed for IT control. It also offers Fortune 500-compliant security and a network managed throughout the year with carrier-grade redundancy.
 
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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

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