Major U.S. retailer, facing significant expansion and upgrades to its legacy premise system, selects inContact to support more than 400 inbound and outbound agents
SALT LAKE CITY – September 28, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced a nationwide provider of consumer services and solutions has left its legacy premise-based contact center system provider in favor of inContact’s robust cloud platform. This new inContact customer needed a centrally managed and fully integrated contact center system to enhance functionality, flexibility, reporting and scalability to enable their 400 agents to service their clients at a superior level. With contact centers throughout North America handling more than 30,000 inbound calls per month, while making up to 40,000 outbound calls, the combination of a scalable platform in a stable cloud environment with a comprehensive suite of advance contact center features secured this opportunity for inContact.
“We are seeing a major shift in companies prioritizing customer service to a higher level than ever before,” noted Paul Jarman, CEO at inContact. “As the emphasis on exceptional customer service grows, the recognition of a cloud contact center as an ideal solution for nearly all operation types has increased. As a pioneer of cloud contact center technology, inContact is moving the customer service industry forward by building tomorrow’s contact center, today.”
inContact’s new customer will implement a full spectrum of solutions, customized for their complicated system of more than 140 integrated satellite offices connected to a primary contact center. The multi-channel Automatic Call Distributor
(ACD) and Interactive Voice Response
(IVR) will provide a solid foundation to support all forms of inbound communication including email, chat, text messaging, social media and voice along with self-service options through a traditional phone system. The ACD/IVR system improves the customer experience with skills-based routing which identifies the ideal available agent for each inbound issue and automatically directs the customer to the appropriate agent.
For the approximately 40,000 outbound calls made each month, inContact’s latest adopter selected the award-winning Personal Connection
™ outbound solution for its innovative pause elimination which offers a natural and seamless connection between agent and customer on each call. Personal Connection also integrates with the inContact Promise Keeper function giving customers the option to receive an agent call-back rather than waiting on hold during moments of high call volume.
This leading consumer services provider selected inContact for its cutting-edge contact center solutions, all offered from a reliable cloud platform featuring multiple failovers and redundancies to prevent service outages. inContact’s carrier-grade network ensures excellent call quality while their complete telephony network connectivity offers a single vendor relationship from an all-in-one solution.
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
Market Street Partners