SALT LAKE CITY – November 11, 2015 – inContact, Inc., the leading provider of cloud contact center software and contact center agent optimization tools, today announced a global provider of innovative technology solutions will move their 700 agents to inContact’s cloud platform. The flexibility offered by inContact cloud solutions allows the company to maintain and incorporate some key legacy systems while increasing network stability through advanced redundancy and improving their customer service operations and call quality with inContact Voice as a Service™.
“Companies have recognized that excellent customer service is often the key differentiator that today’s consumers base their buying decisions on,” noted Paul Jarman, CEO at inContact. “Cloud solutions enable companies to drastically upgrade contact center operations in a cost-effective manner, with minimal up-front investments, while leveraging a flexible pay-as-you-go billing model going forward.”
The inContact solution is built on their Cloud Contact Center Platform consisting of a multi-channel Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) system. inContact’s ACD provides the ability to support customers through their preferred channel including voice, email, chat, and social media. Customers are automatically routed by the ACD to the most appropriate service agent based on availability and skill-set proficiency. The integrated IVR system provides callers with self-service options and automatic call back during unusually high call volume instances.
inContact’s new customer also selected the inContact Agent for Salesforce to integrate with their existing Salesforce CRM. Incorporating the inContact platform with the company’s CRM will increase the contact center efficiency by automatically delivering customer information to the service agent on a single, unified screen. Additionally, the company aims to maintain and improve customer service through Quality Management which will identify coaching and improvement opportunities through multi-media capture of audio and desktop activities during all customer interactions.
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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.
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