Fast-Growing Business Process Outsourcer Selects inContact to Transform Operations and Support Expansion in Retail Industry

inContact’s complete cloud platform includes advanced multi-channel routing, fully integrated cloud WFO and network connectivity

SALT LAKE CITY – April 9, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces their selection by a rapidly expanding Business Process Outsourcing (BPO) firm for more than 175 agents supporting multiple retail clients. This growing BPO is transitioning from a premise solution to the cloud and needs an enterprise-grade cloud solution in order to customize their services and scale up or down seasonally based on the needs of different clients.

inContact’s industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system that supports inbound, outbound and blended voice as well as email, chat, SMS, social media  and CRM work items. The inContact Agent for Salesforce enables intelligent contact routing so that agents can manage calls and access historical customer data without ever leaving the CRM screen. This seamless integration will automate call routing based on CRM data, freeing up agents to focus on resolving customer inquiries and streamlining workflows by eliminating the need to re-enter data across multiple applications.

“Working with BPOs is a prime opportunity for inContact because of their high growth model,” noted Paul Jarman, CEO at inContact. “They need a contact center solution that can adapt as they win new clients and quickly add new campaigns. The inContact cloud platform is a proven scalable and agile solution that easily adjusts to the flow of a BPO’s business.”

In order to manage and streamline their contact center operations, this new client selected inContact’s powerful Workforce Optimization suite. With inContact cloud WFO, this BPO can improve the efficiency of their agents through detailed performance reporting, scheduling and analysis of key business metrics.

 

Additional Information

 

About inContact

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.

 

Media Contacts:
Cheryl Andrus
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Edward Keaney
Market Street Partners
(415) 445-3238