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IVR Service Provider inContact Takes Home 2012 CIS Magazine IP Contact Center Technology Pioneer Award

August 30, 2012
By Amanda Ciccatelli, TMCnet Web Editor

Technology has changed the way companies approach CRM strategies because advances in technology have also changed consumer buying behavior and offers innovative ways for companies to communicate with customers and collect data about them. With each new advance in technology, especially the proliferation of self-service channels like the Web and smartphones, customer relationships are being managed electronically.

inContact, a provider of cloud contact center software and agent optimization tools, unveiled today that TMC (News - Alert) has named the inContact CRM Plug-in Agent as a recipient of a 2012 IP Contact Center Technology Pioneer Award from Customer Interaction Solutions (CIS), the premier publication in CRM, contact center and teleservices industries since 1982.

The 2012 IP Contact Center Technology Pioneer Award awards companies that have produced an innovative, successful IP contact center product or service. 

inContact helps contact centers around the world create profitable customer experiences through its portfolio of cloud contact center software solutions. The company's solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit, and ensure customer-centric business improvement.

"The inContact Plug-in Agent gives our customers a powerful but easy-to-use CRM integration that enables the agent to deliver an intelligent and personalized service experience,” said Paul Jarman, inContact CEO, in a statement.

The CRM Plug-in Agent is a non-intrusive interface that optimizes contact center agent activities. It enables intelligent call routing so that the call and caller information are delivered on a unified screen on the agent’s desktop – your CRM. The CRM Plug-in Agent's unique "always there, never in the way" ribbon interface delivers the contact and contact information in a unified screen on the agent's CRM desktop. Agents can switch between software programs, browser windows, any screen, and call controls and queue information are visible yet unobtrusive.

The Plug-in Agent embeds the inContact cloud application in commonly used agent applications like, RightNow Technologies (News - Alert) and Microsoft Dynamics CRM, speeding up outbound dialing, and automating contact documentation.

Additionally, inContact’s CRM Plug-in Agent provides agents with the freedom to control the way their desktop looks, and choose settings that function best with their workflow, while displaying contact and queue data.

"Technology is the key to the success of any contact center. This award program acknowledges the achievers in the advancement of contact center technology and distinguishes the best in the IP contact center technology," said Rich Tehrani (News - Alert), CEO of TMC.  

CIS magazine has helped the industry grow and has helped industries that have had a positive impact on the economy to continue to thrive. Through cutting-edge editorial, industry voices, in-depth lab reviews and the recognition of the leaders in management and technology through valued awards, CIS continues to hold the quality bar high for the industry. 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rich Steeves

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