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Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed in advanced statistical and mathematical optimization, the inConatct Workforce Management answers the industry’s need and delivers breakthrough performance improvements.
inContact delivers an innovative call recording solution that allows you to record what you need, when you need it.
inContact Desktop Recording empowers you to improve efficiency, customer service, and quality.
Enable efficient measurement of quality management processes with quantifiable data.
inContact Quality Management provides your quality assurance and management staff with a clear way to evaluate employees.
Align staffing and scheduling with the work needs of your contact center.