inContact Announces New inView Operations Management Solution for Contact Centers

 
Press Release
Source: Virtual-Strategy Magazine

New performance dashboard is the easiest way to manage operational and  financial metrics across platforms

LAS VEGAS, Oct. 9,  2013 /PRNewswire/ — inContact (NASDAQ: SAAS), the leading provider  of cloud contact center software and contact center agent optimization tools, today announced a new stand-alone operations  dashboard, inContact inView powered by ClearView. Debuting at the inContact  annual user conference, ICUC 2013, inView combines real-time performance data  from disparate systems with business improvement processes.

inContact and partner ClearView have entered into a strategic relationship to  market inView which helps contact centers reduce costs and gain maximum  visibility in order to better manage operations.

Paul Liljenquist, ClearView President, said, “We are pleased to be  working with inContact as the leader in the cloud contact center industry.  inView dashboards deliver real-time data and business intelligence for all  levels of call center operations.”

Highlights of the inView Operations Management solution include:

• Cloud-based performance dashboard pre-integrated with inContact
• Ability to identify correlations across data sets
• Integration of KPIs for a unified agent performance score
• Customized management, supervisor and agent dashboards

Paul Jarman, inContact CEO, said, “Many of our  mutual customers have reported tremendous business value that goes far beyond  simple reporting. With the inView management tool, contact center executives  can  monitor and tune daily operations to achieve their key performance metrics.”