What is inContact?
NICE inContact is a cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more.
NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud.
Deflect calls from Nice inContact to live chat, SMS, or Self-Service
Customer support agents frequently have to engage in transactional conversations that customers could handle themselves e.g. checking their order status, returning an item, or cancelling a delivery. By using Chatdesk Shift, you can direct customers away from your customer support team to self-service channels.Chatdesk Shift helps you reduce both your inbound call volume and your cost per call.
Chatdesk shift also frees-up customer service agents by shifting calls to efficient channels. Your customer service agents are able to quickly handle large volumes of tickets by shifting calls onto live chat, SMS, social media etc. Our solution provides a low-cost way to reduce wait times while increasing customer satisfaction.
