inContact Expands Powerful Cloud Platform With New Social Customer Care Offering

SALT LAKE CITY, March 18, 2013 /PRNewswire/ -- ENTERPRISE CONNECT - inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that its recently launched cloud universal queue will be expanded with the availability of social customer care channels from inCloud™ ecosystem partner SoCoCare. The SoCoCare solution has been developed specifically for customer care agents, supervisors and managers and the cloud-based offering handles Twitter, Facebook, LinkedIn, RSS feeds, Blogs and articles. The solution will be demonstrated in the inContact booth #1920 at Enterprise Connect in Orlando.

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The SoCoCare solution will be available as an integrated channel in the inContact universal queue, enabling social interactions to be routed, skilled and prioritized like any other contact center channel. This integrated approach enables organizations to combine social cases with other multi-channel interactions, optimizing agent workflow and contact handling. For those organizations that are just starting out with a social care approach, the inCloud SoCoCare solution will also be available as a standalone offering.

"We are excited to partner with inContact, the cloud contact center leader, to deliver an integrated social customer interaction solution for today's demanding market," said Ed Margulies, COO and co-founder of SoCoCare. "The combination of our leading-edge social interaction management offering with inContact's cloud platform and universal queue technology provides a powerful solution for contact centers that are taking a proactive approach to social customer care."

SoCoCare was built from the ground up for the contact center. Highlights of the inCloud SoCoCare offering include:

Self-learning Spam Elimination – to ensure that agents receive only the most relevant and actionable social posts. The system automatically trains based on user input so it gets more accurate over time.

Automatic Prioritization of Social Posts – automatically tags and prioritizes social posts based on attributes such as sentiment, influence, and topical relevancy, enabling enables agents to quickly respond to those interactions that matter most.

Social Analytics – including powerful agent, workgroup and supervisor dashboards powered by rich data and business metrics to enhance social interaction effectiveness

Author Search and Conversation Threading – provides a social author's interaction history, enabling agents to have intelligent context for customer response

Said Paul Jarman, inContact CEO, "With more than 1 million Twitter accounts established in 2012, social media presents a host of new challenges for today's contact center." Jarman concluded, "We are pleased to partner with social care specialists, SoCoCare, to deliver a unique, cloud social offering to help our customers effectively address this emerging customer interaction channel."

The SoCoCare solution integrated with inContact will be available in late Q2.  The stand alone SoCoCare solution is available immediately.

Additional Information

• See the inContact/SoCoCare solution at Enterprise Connect booth #1920
• Visit the inCloud Partner Showcase http://www.incontact.com/incloud-app-showcase
• Follow @inContact on Twitter: www.twitter.com/inContact 
• Become a fan of inContact on Facebook: www.facebook.com/inContact

About SoCoCare
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks (Callback and Queue Management). SoCoCare products are developed to deliver a more dignified customer service experience over social channels. The company was founded by a group of contact center and cloud-offering professionals who understand today's socially connected, smartphone savvy, and generally demanding customer. Learn more at www.sococare.com.

About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.

SOURCE inContact