Contact Center Software manages outbound calls.August 25, 2008 -
Fully integrated with inContact ACD, inContact® Outbound Dialer v2.0 includes customization tools for outbound projects, detailed dispositioning functionality, script routing, and adjustable priority delivery. Providing call flow processing and performance tracking, software features custom-defined schemas, format importing, scheduled power dialing, exportable reporting, agent screen pop with custom data display, and forced and optional agent participation modes.
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Original Press release
UCN, Inc.
14870 Pony Express Rd.
Bluffdale, UT, 84065
USA
inContact Outbound Dialer 2.0 Released
UCN Deploys Feature-rich Solution for Outbound Contact Handling
SALT LAKE CITY, Aug. 14 -- UCN Inc. (NASDAQ:UCNN), innovator of on-demand contact center software for intelligent contact routing and agent improvement, has released inContact® Outbound Dialer v2.0. New product features offer more robust presentation and management structure for users.
New Feature Set
The new release includes improved customization tools for outbound projects, more detailed dispositioning functionality, script routing and adjustable priority delivery. Fully integrated with the inContact ACD, Outbound Dialer 2.0 offers more controls for call flow processing and performance tracking which enhance the overall call handling experience. The new dialer includes:
o Custom-defined schemas
o Enhanced format importing
o Scheduled power dialing
o Exportable reporting
o Dynamic call dispositioning
o Improved agent screen pop with custom data display
o 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," said Corran Ashby, Hall Automotive call center manager.
"This new version of our outbound dialer strengthens UCN's value proposition for potential customers and brings added value to our existing installations," said Paul Jarman, UCN CEO. "It significantly improves upon an already powerful set of tools that automatically places and delivers answered calls to agents. The new enhancements allow contact centers to more effectively manage call flows and spikes in volume, which is just one of the advanced features of our award-winning inContact platform."
About UCN
UCN Inc. (NASDAQ:UCNN) is an innovator of software-as-a-service (SaaS) applications for multi-site contact centers and distributed workforces. The UCN inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN's patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. 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 delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN, visit http://www.ucn.net/.
Source: UCN Inc.
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