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Konica Minolta’s innovative imaging products range from printers to optical devices to ultrasound technology. Ed Hoyer, Director of National Customer Support, explains their responsibility of tying these multi-functional hardware products to the right software. inContact provides the flexibility they need as a technology company by offering contact center tools they didn’t have access to before. With inView™ Customer Dashboards they can aggregate data from multiple sources such as their CRM, inContact ACD/IVR, and more. The team also uses Supervisor On-The-Go™, a mobile application for the iPad that allows managers to monitor and direct agents while away from their desk. Real-time reporting and controls allow monitoring of queue data and SLA adherence. With these solutions, they can now quickly take action, such as adding or removing agents from a queue.
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