NewswireToday - /newswire/ -
Bluffdale, UT, United States, 2007/08/01 - UCN, provider of off-premise contact center technology services, announced the addition of an access policy platform to its inContact product, giving contact center managers & IT departments total control over the features and reports users access.
These new features allow enterprises to share their contact center technology resources among different business units, locations and customers without compromising data privacy or the unique contact handling needs of individual centers or call queues. New web-based tools make changes to intelligent call routing rules and access permissions simple for multi-site enterprises, estimated at 76,000 companies totaling 286,000 locations in the U.S. IT departments are now able to respond quickly to changing security requirements of work groups and individual business units even when supervisors or agents are working from home or in remote locations.
“As inContact continues to be adopted by large enterprises, we felt it was important to enhance the product with these additional features. Our enterprise customers partnered with us on the creation of a very robust set of tools enabling secure administration of their contact center software,” said Paul Jarman, CEO of UCN. “By creating custom user profiles, administrators can grant user access to specific components within the inContact product, making it easier to meet the many security requirements for Fortune 500 IT departments.”
“The new security features and policy management tools are providing an entirely new level of comfort for our management team. We are pleased with the ease of use and robust nature of inContact’s new access security platform” said Mike Edvalson, Director of IT for ICON Health and Fitness, the world’s largest manufacturer of home exercise equipment. “Users in different departments don’t realize what they don’t have access to so our management team doesn’t have to worry about unauthorized information sharing between departments or people making changes to the software that shouldn’t be made.”
The new inContact security enhancements include:
- Custom User Profiles
Multi-national inContact administrators can now grant each user access to the exact applications needed for his/her job. Application access policies can be customized to the individual agent and supervisor in each business unit or location for either centralized or virtual contact centers.
Employees can be grouped into profiles and different security settings can be assigned to agents, supervisors and managers. The assigned profile determines what level of access the individual will have to various applications.
The upgrade also introduces policies that determine exactly which features can be assigned “read only”, “add only” or “full read/write” permissions per profile, such as skills, agents, teams, etc. Within the reporting tools, users can now be allowed to see some or all reports. Additionally, service organizations and outsourcers can provide access to selected reports to their customers.
- New Password Policy Manager
Most enterprises require adherence to corporate-mandated password policies for their contact center applications. Now administrators can set password rules for inContact that follow corporate security best practices. Attributes such as minimum password length, case sensitivity, account lockout thresholds and password memory to prevent reuse can be customized by the administrator.
- New Call Flow Script Manager
This feature offers convenient organization of icon-based, call flow scripts with permissions granted on a folder-by-folder basis. This allows individual business units or call queue managers to make changes to their contact handling rules and flows without affecting other units.
About UCN, Inc.
UCN (ucn.net) is the leading provider of all-in-one, off-premises contact handling services that improve the customer contact experience and the productivity of those handling the contacts. InContact® includes an integrated suite of core contact handling applications, including contact routing, interactive menus, database integration, automated surveys and scoring analysis, reporting, monitoring, recording, administration and workforce scheduling and forecasting applications. InControl™ is a unique, rapid application development tool that enables inContact customers to develop highly flexible, customized business contact handling processes in record time. [OTC.BB: UCNN]