storm CONTACT is a cloud based multi-channel CCaaS (Contact Center as a Service) solution that is suitable for businesses of all sizes. It provides outbound and inbound interactions, including iACD (Intelligent Automated Contact Distribution), and connects people with devices for solving their inquiries.
storm CONTACT includes a range of interfaces, integrations and applications that provide users with the ability to choose how, when and where they want to interact.
The iACD logic of CONTACT uses universal queue management for processing outbound and inbound inquiries in a single combined queue. This logic is also combined with storm’s MIM (Mediated Interaction Matching) technology, presence-based contact routing and multi-channel analytics.
This helps match a contact with an automated source of information or a suitable live agent based on several factors, such as skills, personality and waiting time.
storm CONTACT has a number of methods to integrate with a range of applications, databases and systems, including Salesforce, Zendesk and SQL Server.