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Summary

At its annual customer conference, ICUC, inContact focused on voice quality and the agent experience. It highlighted functionality that is vital for keeping contact centers running but is often overlooked by vendors in favor of heavy marketing around advanced analytics or multichannel capabilities. The vendor believes that its customers should have visibility into the voice services it is providing. It expects call reliability to be especially important as new vendors and Internet calling services become more widely available. In addition to these technology improvements, inContact highlighted the importance of its partner network and professional services in growing its business.

Focusing on agent experience and voice quality

As one of the first cloud contact center vendors in the market, inContact understands that it must find new ways to differentiate. It has opted to do this by expanding its partner program to provide an end-to-end customer service offering. It also intends to use its service division alongside its upgraded technology to help enterprises meet their objectives and deliver efficient contact center operations.

At ICUC inContact stated that it will publish customer satisfaction scores to indicate call quality across its networks through a partnership with network performance specialist Empirix. Although enterprises expect high call quality from their contact center vendors, this type of metric is not typically included in SLAs. As enterprises shift to cloud-based contact center services, many need to be assured of the security and quality of voice services. By showing that it can deliver a high standard of calls, inContact will demonstrate its value and appeal to larger organizations. Call quality will also need to be addressed when the vendor offers WebRTC calling options for its customers from late 2016.

The vendor’s new agent tool, My Agent eXperience (MAX), provides a simpler user interface that makes it easy for agents to handle multichannel interactions or transfer to a connection. Search capabilities and an address book embedded within the interface help agents quickly find relevant connections when they need to make a transfer or get assistance. MAX also includes a personalized, predictive dialing option for outbound calling and its real-time dashboards keep agents and managers updated on performance.

Realizing that many enterprises want to add cloud capabilities but are not ready to replace all their legacy systems, inContact has introduced a hybrid connection option. Enterprises that want to keep their existing ACD can use this connector to access inContact’s cloud-based workforce optimization tools. This will help inContact to attract contact centers that might be slower to make the switch to cloud, with the expectation that they may move entirely to the inContact platform later.

None of inContact’s enhancements are groundbreaking, but the continued improvements in its cloud contact center platform are clearly recognized by its customers and it continues to see double-digit growth in its revenues. Its services are particularly valuable for medium-sized and large organizations that want an integrated suite of workforce optimization, call routing, and multichannel capabilities in the cloud. Its cloud expertise will be important as it grows its coverage in Europe and Asia-Pacific, working with hosting providers to meet strict data needs in specific countries. The vendor also has an opportunity to provide more robust analytics tools around multichannel support to offer additional value as the cloud contact center market matures.

Appendix

Further reading

Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015–16, IT0020-000140 (August 2015)

SWOT Assessment: inContact Cloud Contact Center, IT0020-000141 (August 2015)

The Business Value of a Smart Agent Desktop, IT0020-000116 (May 2015)

Fundamentals of Multichannel Cloud Contact Center Platforms, IT0020-000114 (May 2015)

Author

Aphrodite Brinsmead, Principal Analyst, Customer Engagement

aphrodite.brinsmead@ovum.com

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