{"id":3953,"date":"2013-12-03T16:28:42","date_gmt":"2013-12-03T16:28:42","guid":{"rendered":"http:\/\/aerocominc.com\/?p=3953"},"modified":"2015-05-07T16:03:05","modified_gmt":"2015-05-07T23:03:05","slug":"incontact-adds-speech-analytics-to-cloud-contact-center-solution","status":"publish","type":"post","link":"https:\/\/www.aerocominc.com\/info\/incontact-adds-speech-analytics-to-cloud-contact-center-solution\/","title":{"rendered":"inContact Adds Speech Analytics to Cloud Contact Center Solution!"},"content":{"rendered":"

 
\nSALT LAKE CITY, Dec.\u00a0 3, 2013 —\u00a0inContact (NASDAQ: SAAS), the leading\u00a0 provider of cloud contact center software<\/a> and contact\u00a0 center agent optimization tools, today announced the addition of proven speech\u00a0 analytics capabilities from Verint\u00ae<\/sup><\/a> Systems (NASDAQ: VRNT) to the company’s\u00a0 award-winning platform. Analytics-Driven Quality (ADQ) will be available to\u00a0 customers as part of the inContact Workforce Optimization (WFO) Suite Powered by\u00a0 Verint, and will provide contact center leaders with cost-effective access to\u00a0 sophisticated intelligence tools designed to maximize agent efficiency and\u00a0 increase customer satisfaction.<\/p>\n

“Delivering speech analytics capabilities through a true cloud solution is\u00a0 really a game-changer for the market because it makes these sophisticated tools\u00a0 more accessible and affordable to contact centers of all sizes,” said\u00a0Paul\u00a0 Jarman, inContact CEO. “Customers no longer need to purchase expensive hardware\u00a0 or hire specialized staff to manage their speech analytics engine, because it’s\u00a0 all there in the cloud. It’s a new level of operational insight at a fraction of\u00a0 the cost.”<\/p>\n

inContact ADQ offers “voice of the customer” intelligence, enabling contact\u00a0 center leaders to analyze larger amounts of audio call data in more efficient\u00a0 ways, and make more informed decisions on products, services, and processes.\u00a0 Sophisticated speech analytics detects customer emotion through linguistic and\u00a0 acoustic analysis, and proactively alerts supervisors to the most pressing\u00a0 interactions. Targeted monitoring empowers supervisors to prioritize strategic\u00a0 call categories or campaigns, with relevant audio content automatically routed\u00a0 to their inbox for deeper analysis.<\/p>\n

“The extension of this partnership is powerful because inContact customers\u00a0 are getting access to Verint’s award-winning speech analytics technology in a\u00a0 pay-as-you-go model,” said John Bourne, senior\u00a0 vice president, global channels and alliances, Verint. “The addition of these\u00a0 capabilities will dramatically increase the operational value contact center\u00a0 executives are able to extract from the inContact Workforce Optimization Suite\u00a0 Powered by Verint.”<\/p>\n

The inContact Workforce Optimization Suite powered by Verint is a unified\u00a0 solution for analyzing customer interactions, offering the latest software tools\u00a0 across quality monitoring and recording, workforce management, eLearning,\u00a0 performance management and speech analytics.<\/p>\n

About inContact<\/strong>
\ninContact (NASDAQ: SAAS<\/a>) is the cloud contact center software leader, helping\u00a0 organizations around the globe create high quality customer experiences.\u00a0 inContact is 100% focused on the cloud and is the only provider to combine cloud\u00a0 software with an enterprise-class telecommunications network for a complete\u00a0 customer interaction solution. Winner of Frost & Sullivan 2012 North\u00a0 American Cloud Company of the Year in Cloud Contact Center Solutions, inContact\u00a0 has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

Leading provider of cloud contact center software, inContact, announced today the addition of speech analytics capabilities to their cloud platform! <\/p>\n

Read more ›<\/div>\n

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