Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>

Sheila McGee-Smith | September 16, 2013 |


inContact Delivers a Personal Connection

inContact Delivers a Personal Connection A new release, based on patented technology, is like "progressive and predictive dialing had a baby."

A new release, based on patented technology, is like "progressive and predictive dialing had a baby."

One of the promises of cloud-based applications is a steady stream of product updates that arrive without the need to buy and deploy new servers and often require no additional licensing. True to this promise, today SaaS contact center provider inContact has announced its 13.2 release, i.e., the second release of the year.

It's hard not to see truth in CEO Paul Jarman's comment in the press release, "Unlike legacy premise solutions that lock customers into an 18-month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges." It is also true, however, that newer cloud-based applications are often playing catch-up to those same legacy solutions in term of advanced capabilities.

In this release, inContact is attempting to not just catch-up but jump ahead with brand new predictive dialing capabilities. The company describes its new outbound solution, branded Personal Connection, as using patented technology to deliver the efficiency of predictive dialing with the personal agent touch of preview dialing. In fact, inContact marketing manager Jennifer Waite joked that Personal Connection is like "progressive and predictive dialing had a baby."

With traditional predictive dialing, the dialer calls numbers from a list. Call progress analysis determines the call result (e.g., no answer, voice mail, live person). When a live customer is detected, the dialer software searches for an available agent. Dialer algorithms are tuned to coordinate dialing with agent availability, but it's not a perfect system by any means. We've all picked up a telemarketing call and said "Hello" several times before the agent comes on the line.

inContact promises to deliver the efficiency of predictive dialing without losing the personal touch of an agent hearing that first hello. With Personal Connection, the agent's communication line is connected to the number the dialer predicts is most likely to answer. The outbound dialer technology is actively monitoring both voice channels--the customer and the agent's. The technology knows when a conversation begins, or does not, because it is listening to both channels. If the agent hears a voice mail message, he or she does not engage in a conversation and the technology disposes the call. Another call's ring is now sent to the agent. If the agent hears a customer voice, a conversation begins. The customer and agent are connected prior to the first hello.

inContact proudly displays the two patents this technology has been granted in the materials made available. Given how long patents take to be granted, I was curious who actually developed the technology. Turns out inContact purchased a small technology firm to speed their entry into the outbound market, and the inventor granted the patents, Rix Ryscamp, is now part of inContact.

There are other interesting elements in the 13.2 release, including an iPad application for supervisors that not only gives access to real-time information, it allows them to move agents around as calling traffic shifts.

As contact centers are increasingly looking to the cloud as a possible next generation platform, inContact's ability to quickly cross all the T's and dot the I's of enterprise RFPs helps explain the success they are having selling into larger and larger centers.

Follow Sheila McGee-Smith on Twitter and Google+!
Sheila McGee-Smith on Google+


April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

April 5, 2017

Its no secret that the cloud offers significant benefits to enterprises - including cost reduction, scalability, higher efficiency, and more flexibility. If your phone system and contact center are

March 22, 2017

As today's competitive business environments push workforces into overdrive, many enterprises are seeking ways of streamlining workflows while optimizing productivity, business agility, and speed.

April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.