Customer will deploy inContact’s state-of-the-art contact center infrastructure and workforce optimization platform tightly integrated with their CRM system
SALT LAKE CITY – April 20, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces an international health services company selected inContact to support its 200-agent workforce for both inbound and outbound customer service across multiple contact center locations.
inContact will implement its core contact center platform, featuring an integrated Interactive Voice Response (IVR) and Automatic Call Distributor (ACD) system, to support the customer’s growing volume of inbound patient calls. The intuitive IVR engine offers patients a variety of self-service options with the ability to easily connect with the ideal agent when needed. The multi-channel ACD provides support for all inbound customer service interactions including voice, email, chat, text-messaging and as well as the routing of cases from and data integration with the company’s existing Salesforce system.
In addition, facing a growing need to proactively contact current and prospective patients, the company selected inContact’s award-winning Personal Connection™ outbound cloud solution. Personal Connection’s patented technology seamlessly connects agents with their targets upon call connection by eliminating the awkward delays of legacy dialers. Doing so fosters more productive conversations which directly contribute to a better customer experience.
“With mounting pressures to reduce costs in the health industry, providers are looking for new ways to provide high quality care more efficiently,” noted Paul Jarman, CEO at inContact. “inContact helps healthcare providers drive powerful service efficiencies while enabling them to deliver a more compelling and satisfying patient experience.”
The complete solution from inContact will include network connectivity as well as powerful management tools to improve efficiency and effectiveness. This includes the inView Performance Dashboard providing insight and analysis into key metrics to continually improve and fine-tune operations.
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inContact is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,000 cloud contact center instances. To learn more, visit www.incontact.com.