Inbenta Joins inContact inCloud Ecosystem Partner Program, Enabling Cloud Contact Centers with AI-Powered Chatbots

LAS VEGAS, May 9, 2017

inContact offers a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – all delivered on an enterprise-grade open cloud platform. The combination turns traditional contact centers into experience centers that offer personalization and smart action in real time.

The availability of Inbenta's conversational chatbot technology via the inCloud Marketplace gives inContact's enterprise customers the most advanced chatbot/virtual agent experience. Inbenta AI-powered technology uniquely combines artificial intelligence with natural language processing; the result for inContact users is a hybrid chatbot functionality that learns over time, based on customer questions, to increase customer happiness and improve call resolution.

An important part of the inContact/Inbenta integration is the ability to have "conversational context" carryover; i.e., transition of the full conversation to a live agent, should one be needed. This carryover capability, which occurs in real time and with fully configurable escalation triggers, is available out-of-the-box for easy enterprise adoption.

"inContact is a true innovator in the contact center field. Its cloud offerings have transformed contact center performance for both enterprise users and their customers," stated Jordi Torras, Inbenta CEO and founder. "Inbenta is a natural fit for the inContact partner ecosystem. We're confident inContact users will be excited to add our intelligent, conversational chatbot capability to enhance their customer service experience."

"Inbenta AI-powered chatbot technology is transformative. It takes customer self-serve to a new level for everything from purchases to customer support, drawing from knowledge bases, FAQs and other enterprise systems," noted Rajeev Shrivastava, Chief Strategy Officer for inContact. "The addition of Inbenta technology, through the inCloud Ecosystem Partner Program, gives our user base an important, seamlessly integrated, and immensely valuable service alternative."