SALT LAKE CITY – November 3, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces that a very large existing enterprise customer continues to expand the cloud platform across multiple business units. The Fortune 500 residential and commercial technologies leader will connect an additional 800 agents to the existing multi-location, multi-national instance of inContact’s award-winning cloud contact center solution.
“The cloud is now a proven, scalable solution for enterprise customer service operations,” said Paul Jarman, CEO at inContact. “inContact helps unify multi-location, multi-business unit and multinational customer support. With the cloud, all contact center operations are connected and visible across the corporation. This enables better administration and reporting as well as the ultimate flexibility for staffing and real-time adjustments.”
The new division will implement inContact’s cloud core building blocks: Automatic Call Distributor (ACD) and Interactive Voice Response for true multichannel support with email, chat, and SMS capabilities in addition to traditional voice channels. inContact enables end customers to connect with the manufacturing company through their preferred channel, while the system empowers agents to send written confirmations, reference numbers, and other pertinent customer service details during a single interaction.
On top of the inContact core platform the company will add a full suite of Quality Management (QM) solutions to improve its overall customer service efforts. The QM system monitors agent performance, captures their interactions, scores them against pre-defined criteria and improves agents’ skills by identifying training and improvement opportunities.
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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.