Healthcare provider switches from premise-based solution to inContact’s easy to use, multi-channel cloud contact center system
SALT LAKE CITY – April 13, 2015 – inContact, the leading provider of cloud contact center software and contact center workforce optimization tools, today announces that a national healthcare benefits provider is moving 100 contact center agents from their premise-based system to the cloud. The flexibility of the cloud will deliver capacity to grow and the ability to scale up and down to meet the seasonal needs of the business.
This service provider currently covers millions of members across the U.S. and is adding new members, while also supporting a broad spectrum of healthcare providers and insurance companies. Their current Automatic Call Distribution (ACD) system is time consuming to manage and difficult to adjust for seasonal demand. The inContact cloud contact center solution offers an adaptable, easily scalable solution plus full multi-channel capabilities, giving members more choices and direct involvement in their benefits plans.
“The healthcare industry is constantly changing and we’re able to help companies adapt and continue to grow,” stated Paul Jarman, CEO of inContact. “It’s vital for organizations to have a flexible and scalable system to help deliver the most seamless and personalized service experience for the millions of members, providers and payers that they support–even as they grow.”
The complete inContact solution includes cloud ACD and IVR, CRM integration, Uptivity Quality Monitoring and network connectivity.
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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.