UCN

InContact™ is a suite of on-demand, advanced contact handling applications that are hosted within the UCN Intelligent Network. It’s designed to significantly enhance the customer contact experience, boost agent productivity, and improve overall profitability. Features include interactive (self-service) voice response (IVR), skills-based (ACD) routing, database integration (CTI), inbound/ outbound call blending, remote agent or multi-site support, web-based administration, a wide range of management reporting, monitoring and recording options, and more.

If you are looking to enhance your operation with more advanced features and believe you need a new phone system or an IP-PBX, inContact can help. As a hosted system, our call handling and network routing applications can easily supplement your existing systems (TDM or IP) with new capabilities, saving you the time and costs associated with a new equipment implementation. If you need to distribute calls or contacts to multiple sites or at-home workers, inContact can help. Our hosted system easily unifies a dispersed work group under inContact (without requiring specialized equipment at each location) with reporting, monitoring and recording capabilities for the manager.

What’s more, inContact puts the control where it belongs: with you, our customer. While most solutions offer an environment where, say, an IVR is just a recording or menu of actions, inContact, by comparison, can be programmed to do labor-saving activities that off-load single question/ single answer interactions from your call handling reps and reduce potential transfers for the customer by getting them to the right rep the first time. For example, using the inContact pre-integrated features, an interactive system can be created that captures a customer ID number, does a database dip, then uses that response to make a decision on how to route that call - getting the call to the right rep, with the right knowledge, the first time. No other vendor offers such a simple drag-and-drop user interface for creating sophisticated contact flow processes. And since inContact is an on-demand network-based application suite, it offers a number of advantages over traditional, on-site phone systems.

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