SALT LAKE CITY – August 18, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a notable financial services provider is replacing its aging premise system in favor of the flexibility provided by the inContact cloud solution. The new customer will connect two contact center locations with a 100% cloud platform ideal for the blended inbound and outbound service environment.
“Across the financial industry, firms are looking for the most cost-effective way to improve customer service,” said Paul Jarman, CEO at inContact. “Cloud technology unifies customer service operations with one system to handle multichannel customer interactions and to seamlessly route calls to the proper agent regardless of location.”
Proactive, outbound calling will be supported with inContact’s award-winning Personal Connection™ Outbound Solution. Personal Connection features a patented system that eliminates the awkward delay between the customer’s “Hello” and the agent’s greeting. Agents get an automatic screen pop with customer information so they can create a personalized experience. The new technology improves efficiency and yields positive results in better customer relationships, stronger loyalty and retention, more customer referrals, improved collections efforts, and incremental revenue.
inContact will provide a complete cloud solution that connects the multichannel Automatic Call Distributor (ACD) with customer information stored in the CRM system to quickly match callers to the agents best suited to assist them.
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inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to offer core contact center infrastructure, workforce optimization in the cloud plus an enterprise-class telecommunications network for the most complete customer interaction solution. Winner of 2014 CRM Magazine Rising Star Award, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.incontact.com.