Expanding technology company switches from outdated, inflexible on-premises system to inContact’s easy-to-use, multi-channel cloud contact center platform
SALT LAKE CITY – March 22, 2016 – inContact, Inc., the leading provider of cloud contact center software and agent optimization tools, today announced a leading technology services provider will replace their outdated and inflexible on-premises contact center system by moving 500 agents to the inContact customer interaction cloud solution. The easy-to-use and flexible solution will allow the company to adapt quickly and add agents and additional capabilities as needed.
inContact’s new customer will implement the multi-channel Automatic Call Distributor
(ACD) and fully integrated Interactive Voice Response
(IVR) solutions. The ACD offers a universal queue for all multichannel interactions allowing the company to support clients over their preferred communication channel including voice, text messaging, chat, email and social media. inContact’s integrated IVR system provides callers with self-service options for basic inquiries while ensuring their more complex needs are addressed by the most skilled and appropriate agents.
“This growing technology company has exceeded the limits of their existing system and faces expensive upgrade options to their existing technology,” noted Paul Jarman, CEO at inContact. “Our cloud software is easy to configure and has built-in scalability, enabling them to add new customer service channels and increase agent capacity, without the overhead and maintenance costs that accompany an on-premises system.”
For outbound communications, the company will leverage inContact’s award-winning Personal Connection™ dialer to increase productivity by seamlessly connecting agents with clients by eliminating the tell-tale pause of typical legacy dialers. Personal Connection’s patented technology connects agents at the first greeting and paves the way for better outcomes through higher conversion rates.
The company also chose to increase their operational efficiency by selecting the inContact Workforce Management
solution. Workforce Management will reduce costs by creating accurate staffing forecasts to better manage overages during busy seasons while offering real-time visibility into staffing and call volume levels.
inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations around the globe to achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the technology – customer interaction platform as a service – as well as an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, Frost, Ovum, IDC and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com
Market Street Partners