inContact’s Enterprise Cloud Contact Center Solution to Support Over 600 Agents for Large eCommerce Company
Facing rapid domestic and international expansion plans, inContact’s new customer will benefit from an agile enterprise-grade cloud infrastructure
SALT LAKE CITY – September 21, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced a major online retailer is moving its contact center operations to inContact’s cloud platform. inContact’s proven speed to implement and scalability of inContact were the key factors for the company’s decision to move 650 agents to the inContact cloud. The company has tripled in size over the past year and expects to have more than 2,000 domestic agents and up to an additional 3,000 agents with the planned opening of a Philippines contact center in 2016.
“The flexible nature of inContact’s cloud solutions, combined with the cost-effective pay-as-you-go billing model, are ideal for the varying needs of this growing enterprise-grade company,” noted Paul Jarman, CEO at inContact. “Handling seasonal traffic fluctuations is crucial to retailers in the short term while our platform flexibility is able to meet the long-term business and capital expenditure goals of rapidly expanding operations.”
inContact’s new customer will implement the multi-channel Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) solutions; the key building blocks of the inContact Software as a Solution platform. The ACD offers a universal queue for all multichannel interactions allowing the company to support customers in their preferred communication channel including voice, chat, email and social media. inContact’s IVR system, which is seamlessly integrated with the ACD, offers customers self-service options while ensuring their needs are addressed by the most skilled and appropriate agents for their individual needs.
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inContact is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. Named as Market Leader in the 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.incontact.com.