UCN inContact provides on-demand contact handling.
UCN, Inc., a provider of on-demand contact handling software and
business telecommunication services delivered over the UCN national VoIP
network, has announced the addition of several new features to its
inContact contact management suite. The new features include call
dispositions, enabling tracking of call outcomes; control over time zone
settings; and call transfer options, enabling more efficient use of
inContact resources while improving the customer contact experience.
With dispositions, a contact center agent has the ability to quickly
describe and categorize the outcome or action of a call upon completion
of that call. To use the service, the representative simply selects a
word or phrase from a customizable list of dispositions that
automatically pops up after a call. There is an optional comments field
where detailed descriptions can be added. During periods of high call
volume, the system saves the disposition input screen, allowing an agent
to return to enter customer dispositions during slower periods. In
keeping with the company's goal of giving customers maximum control
over their contact center environment, inContact users now have two
options for setting the time used for date- and time-related details.
Businesses can define one corporate time zone for all reports,
scheduling and contact details, or they can let each agent set their own
time zone. In situations where agents are in multiple time zones, it is
more convenient for the agent to reference a local time instead of the
time zone of headquarters. This new functionality maintains the date and
time integrity for reports and contact details for headquarters no
matter where agents are located.