After initial six months with inContact, enterprise BPO client is now transitioning from older premise-based WFM to inContact’s complete cloud solution
SALT LAKE CITY – June 23, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces their largest BPO customer is adding inContact Workforce Management (WFM) powered by Verint® that further unifies operations in the cloud.
The global BPO customer went live in late 2014, and now has over 2000 agents on the inContact cloud platform. After experiencing the flexibility and scalability of the cloud first hand, the customer is now expanding operations in the cloud by adding inContact’s cloud WFM software for one division that includes 450 agents. In the past the company used premise-based WFM tools. They chose inContact because of the seamless integration with the core platform and accelerated speed to implement inContact WFM powered by Verint®.
“Large enterprises are moving in stages to the cloud,” noted Paul Jarman, CEO at inContact. “We are pleased with this customer’s confidence and decision to expand more in the cloud. inContact’s comprehensive contact solution includes a fully integrated WFM solution, so that contact centers can automate scheduling.”
Integrating WFM with their existing cloud contact center core from inContact provides the data-enabled tools needed to balance agent work schedules with the ebb and flow of customer service traffic. Workforce Management provides sophisticated analysis and automated scheduling to simplify the complexities of forecasting and to create optimal staffing scenarios.
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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 2,200 cloud contact center instances. To learn more, visit www.incontact.com.
Director, Corporate Communications
Market Street Partners