inContact, Inc. announced Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions.
"At inContact we strive to create cutting edge technology that helps our customers achieve their customer experience goals," noted Paul Jarman, CEO at inContact. "We are honored to receive this Customer Magazine award as it recognizes our innovation in agent-supported omnichannel customer interactions which are vital to customer satisfaction and loyalty."
Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of all contact center interactions, across all channels. The new agent interface improves agent effectiveness and overall operational efficiency with:
- Intelligent Address Book optimizes agent collaboration through one consolidated interface
- Advanced customer data synchronization with automatic screen-pops improves key metrics including Net Promoter Scores, First Contact Resolution, cross-sell, up-sell, and conversion rates
- Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics
- True multichannel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels
inContact MAX was designed and built as an all-new cloud contact center agent interface based on extensive research with agents and supervisors in live contact center environments. MAX provides agents with a simpler, more efficient and engaging way to positively interact with customers at key moments of truth in the overall customer experience.