Direct Interactions Selects inContact to Enable Distributed Workforce to Connect with Customers
Leading regional outsourcer will leverage the flexibility of inContact’s cloud platform for its unique contact center model
SALT LAKE CITY – January 28, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces Direct Interactions will move its unique workforce and contact center model to the inContact cloud. A leader in the outsourced contact center market, the Seattle-based company needed a scalable and reliable solution for their work-from-home staff. Direct Interactions found an ideal partner for its 150 domestic agents with the customizable and scalable cloud solution from inContact.
“Our distributed workforce requires a flexible contact center platform to support the inherent challenges with remote personnel,” said Matt Storey, President at Direct Interactions. “We also sought a partner that shares our commitment to creating jobs for all Americans including people with disabilities and military families. inContact solutions enable us to employ virtually anyone, in any location, without the overhead of a running an enterprise solution in house.”
Direct Interactions chose first to implement inContact’s core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems, that can easily be scaled up to meet the growing company’s needs. inView performance dashboards, also a part of the initial launch, offers real-time visibility into crucial metrics which ensure operational efficiency while driving agent engagement and empowerment through gamification insights.
“We are always excited to welcome a new customer to the inContact cloud, but we are especially honored to have been chosen by Direct Interactions,” noted Paul Jarman, CEO at inContact. “Their commitment to employing persons with disabilities, and to enabling their employees to work where they live, is a testament to their character as a company and a model for future contact centers.”
After a successful installation and productive several months, Direct Interactions expanded their solution with the implementation of inContact’s Quality Management solution suite. With Quality Management, Direct Interactions boosts its monitoring capabilities with powerful agent evaluation and reporting tools including eLearning and Coaching management, integrated audio recording and screen capture.
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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 1,800 cloud contact center instances. To learn more, visit www.incontact.com.
About Direct Interactions Inc.
Direct Interactions delivers customer interaction solutions that utilize staff that work from home. The "home-sourcing" model is a cost effective alternative to offshore and conventional call centers. Our innovative technology and business practices reduce operations costs and gain a competitive advantage for our clients. By providing the most worker-friendly environment possible, Direct Interactions attracts talented people nationwide. Direct Interactions was selected as 2014 Employer of the Year by Neurological Vocational Services of Harborview Medical Center and the University of Washington and named 2014 Partner of the Year by AtWork! of Bellevue for their efforts to hire people with developmental disabilities in King County Washington. To learn more, visit www.directinteractions.com.