inContact’s flexible and scalable cloud platform will help local government meet the demands of population growth expected to exceed 30 percent over the next decade
SALT LAKE CITY – June 9, 2015 –
inContact, the leading provider of cloud contact center software
and contact center agent optimization tools, today announces a major city municipality is rolling out the inContact solution to a new division with over 500 agents. The city will leverage the flexibility of inContact’s cloud platform to easily expand operations and customize their contact center system across multiple divisions.
“Providing high quality customer service is more important than ever in the public sector,” said Paul Jarman, CEO at inContact. “With the demand for government transparency growing, and a sincere desire by public entities to meet this demand, government contact centers are looking for flexible solutions that can be quickly scaled up or down to meet their evolving needs.”
As part of the city’s transition from its aging premise system, inContact will provide a customizable and agile cloud system. The Automatic Call Distributor
(ACD) and Interactive Voice Response
(IVR) are the core building blocks of the inContact cloud platform
with skills-based multichannel routing to ensure citizens’ needs are addressed by the ideal agent in the most efficient manner. Government agencies are moving to the cloud to transition from expensive cap-ex investments to a more flexible, pay-as-you-go op-ex billing model with built-in flexibility to quickly activate on-call and at-home agents as needed.
about a large state government agency now leveraging the cloud
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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.
Market Street Partners