Press Room
inContact CTI Adapter Now Available on the Salesforce.com AppExchange
Adapter simplifies integration between Salesforce CRM and inContact to optimize call center routing and customer handling
SAN FRANCISCO – Salesforce.com Dreamforce Conference – November 19, 2009: inContact, Inc. (NASDAQ: SAAS) (www.inContact.com) today announced easy integration of its market-leading on-demand call center software with Salesforce CRM via a CTI (computer telephony integration) adapter.
The inContact CTI adapter is available immediately at http://www.salesforce.com/appexchange/. The announcement was made at Dreamforce 2009, salesforce.com’s user and developer conference.
The integration optimizes the entire call center cycle, from call routing to customer handling:
- Intelligently route the call through the automated call distributor (ACD) and interactive voice response (IVR) based on a customer’s history and status. If an existing customer with an open ticket calls into a customer support line from the phone number in Salesforce CRM, for example, the ACD can route the call to the agent already familiar with the case.
- Automatically pop caller information from Salesforce CRM on the agent’s screen, including name, contact information, purchase or service history and open tickets. The CTI adapter unifies Salesforce CRM and inContact into a single user interface for fast and efficient call handling.
- Improve customer service and maximize sales by enabling seamless access to customer information for cross-selling, upselling and problem resolution. In the case of an open ticket, for example, the agent can resolve the issue through the single interface, and a record of the call will be automatically created in the customer’s file.
“Integrating inContact with Salesforce CRM is a perfect pairing of two cloud-based technologies,” said Paul Jarman, inContact CEO. “We can implement our customizable, integrated solution quickly with a rapid and quantifiable return on investment, a reduced maintenance burden and a pay-as-you-go model.”
“Companies looking to innovate in the cloud turn to salesforce.com and partners like inContact,” said Kendall Collins, chief marketing officer, salesforce.com. “The addition of the CTI adapter to the AppExchange exemplifies the growing ecosystem of applications available to salesforce.com customers to help them realize customer success.”
inContact is exhibiting at Booth #1009 at Dreamforce 2009. In addition, Paul Jarman will present “Combining Salesforce with inContact: the Leading SaaS Contact Center Platform,” during a breakout session on Nov. 19 at 2:45pm.
Learn more about the inContact CTI adapter at www.inContact.com/dream.
About the Force.com Platform and AppExchange
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications with more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 120,000 custom applications used by salesforce.com’s 63,200 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel.
Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the salesforce.com AppExchange marketplace at http://www.salesforce.com/appexchange/.
About inContact
inContact, Inc.® (NASDAQ: SAAS) provides the market’s leading on-demand customer contact center platform, inContact, to approximately 600 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. Companies with contact centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.inContact.com.Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company’s behalf. All statements, other than statements of historical facts which address the Company’s expectations of sources of capital or which express the Company’s expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete Safe Harbor statement, please click here.)
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inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.
Contacts
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Investor Contact: |
General Contact: Heather Hurst Communications Director 866-698-8911 heather.hurst@inContact.com |
