About inContact

inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions, helping organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 22,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions.

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Solutions

Cloud Contact Center Platform

You’ll get an award-winning cloud solution that doesn’t require expensive hardware or software. Start with ACD and IVR, the building blocks of our platform, and add customer feedback, CRM/ CTI integration, dialers, quality management, workforce optimization and management, reporting and analytics.

Workforce Optimization

Our award-winning workforce optimization (WFO) suite enables organizations to optimize operational efficiency while maximizing the customer experience. The suite delivers next-generation workforce management, call recording, quality management, desktop recording, speech analytics and performance management capabilities.

Interactive Voice Response (IVR)

  • Fully integrated with our ACD software
  • Automated Speech Recognition (ASR) and Text-to-Speech (TTS)
  • Serve all your locations with one cloud IVR Solution
  • Automatically call back customers who don’t want to wait
  • Quick and easy to modify operating hours and holidays
  • Pull in essential customer data from CRMs like Salesforce

Automatic Call Distribution (ACD)

  • Universal queue for voice, email, chat, social media and more
  • Skill-based routing directs calls based on agents’ expertise
  • Automatically call back customers who don’t want to wait
  • Inbound/outbound call blending with ACD software
  • Pull in essential customer data from CRMs like Salesforce
  • Easy for non-techies to use and update
  • Integrates seamlessly with our IVR Software

Why Carousel

Carousel has a definitive vision and history of execution in the technology solution space. Combining that vision with inContact’s expertise in building agile, scalable and secure customer experience solutions in the cloud creates a unique partnership. Our ability to jointly address the Contact Center space needs for mid-market and enterprise customers is unparalleled.

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