Learn how an on-demand platform solution can increase customer satisfaction and efficient business operations within the call center.

More than ever, contact center solutions delivered via the SaaS model continue to offer an attractive and cost-effective alternative to premise-based solutions. This paper is written for contact center executives, managers and decision makers who are evaluating or have chosen the on-demand platform as a viable replacement for premise-based infrastructure.

This white paper takes a detailed look at the industry trends, the value proposition for on-demand contact center technology, linkages between functions, key tools, technologies and current agent optimization practices.

Visit The New Mantra: "The Agent is King" Download Page

Receive Your Complimentary White Paper NOW!

"The New Mantra: 'The Agent is King'"

Written By: Frost & Sullivan; Sponsored by: inContact

Offered Free by: inContact

TABLE OF CONTENTS
Section 1: Introduction and Purpose 3
Section 2: Industry Trends and Market Insights: An Analyst’s Perspective 3
Section 3: Multi-site Centers and Home-based Agents 4
Section 4: UCN’s Unique Value: The Ultimate Agent Development Toolset 5
inContact® SaaS Suite Overview
Contact Handling: 5
inContact On-Demand ACD Platform 5
inContact Intelligent T – the network designed for agents 6
Agent Empowerment: 7
inContact Hiring 7
inContact eLearning: Right Training to the Right Agent 8
inContact Survey: Customer Satisfaction Drilled Down to the Agent 8
inContact Workforce Management (WFM): An Agent Enabler 9
Section 5: Conclusion 9

CONCLUSION
Frost & Sullivan believes that contact center solutions delivered via the SaaS model continue to offer an attractive and cost-effective alternative to premise-based solutions.

Adoption across small, medium and large business organizations has been increasing over the last three years, as end user education grows and acceptance in the market begins to rise. With the robust feature sets embedded within the inContact® solution, Frost & Sullivan recognizes UCN’s ability to bring value-added functionality to the market with a special emphasis on agent development, retention and smart management. Stellar customer service begins and ends with having highly motivated, capable and caring agents in the contact center.

The most important benefit of UCN’s inContact/VoIP Service is that now, through a single vendor, contact centers of all sizes have access to advanced contact handling services and the ability to deliver the call to agents through VoIP connections with predictable costs. UCN has incorporated and implemented new customer care systems that set the highest standards for timely response, attention to customer needs and cutting-edge tools to transform agent productivity and performance.

Comments (0)

Name

Email

Comment

smaller | bigger

Add Comment