inContact (SAAS) on Thursday said it has made major enhancements to its cloud contact software platform to help contact center leaders with delivering better customer experiences, while also optimizing agent productivity.

The new inContact 14.1 platform provides customers and partners with new features across the core contact center infrastructure, contact center applications and workforce optimization.

inContact made several major updates to its cloud contact software platform:

  • The Workforce-Intelligent Contact Center features now include automated agent skill adjustment based on quality performance and integration between the core contact center platform and workforce optimization data.
  • Context-aware SMS conversations can now be routed through the inContact cloud universal queue to the appropriate contact center agent who is able to respond and to interact with the customer in a two-way conversation via mobile text.
  • Deep integration with cloud-based CRM tools.

"Organizations cannot let outdated premise-based software be a barrier to delivering modern customer experiences," inContact Strategic Marketing VP Madelyn Gengelbach told Talkin' Cloud.

She added: "The beauty of the cloud model for our customers is that we can simplify the complexity of advanced, omnichannel interactions."

Gengelbach said the company's "customers are moving toward the vision of omnichannel customer service, which promises a seamless service experience for customers regardless of channel."

"To succeed, companies will need highly automated, well-tuned customer service operations," he said. "The cloud has the flexibility and scalability to support that."

The company said the latest platform upgrades are available immediately to all inContact partners and customers.

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