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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.
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Title Annotation:Customer Inter@ction NEWS
Author:Schelmetic, Tracey E.
Publication:Customer Interaction Solutions
Article Type:Brief article
Geographic Code:1USA
Date:May 1, 2006
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