inContact enables customer to improve customer experience and operational efficiency through multi-channel capabilities and workforce optimization
SALT LAKE CITY – January 7, 2016 – inContact, Inc., the leading provider of cloud contact center software and contact center agent optimization tools, today announced a prominent provider of legal consulting services is choosing inContact’s cloud-based solution to improve their contact center operations. This new client will equip their 480 inbound and outbound agents with inContact’s complete Cloud Contact Center Platform to better service their growing customer base.
inContact’s new customer will leverage the multi-channel capabilities of their Automatic Call Distributor
(ACD) and fully integrated Interactive Voice Response
(IVR) system. These two solutions go hand-in-hand with the integration providing a screen pop containing necessary account data to the agent, supported by inContact’s partner solution with RiverStar Software
. These unified solutions will enable inContact’s customer to provide self-service options to their clients and offer a single, easy-to-use agent interface to streamline direct-to-customer interactions.
“At inContact, we strive to bring the best technology available to our customers so they may provide an exceptional experience with each client interaction,” said Paul Jarman, CEO at inContact. “Through our solutions, service organizations may utilize the services they need, when needed, all on our multi-channel platform.”
As part of its migration from its legacy on-premises system, the customer will also adopt inContact’s powerful Workforce Optimization
(WFO) software suite. inContact WFO will provide their customer a comprehensive view into agent performance through Quality Management, real-time analytics, and ECHO customer feedback. They will also implement Screen Recording to improve efficiency and overall customer service quality by combining video with audio recording to create a comprehensive view of customer interactions. Leveraging the power and insight of WFO to identify areas of improvement and coaching opportunities will enable inContact’s new customer to support their clients with the best customer service in their unique marketplace.
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