SALT LAKE CITY – October 1, 2013 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that Ovum has recognized the company as an industry leader in the multichannel cloud contact center market. inContact earned a place in the report’s shortlist category, which features leading solutions that carry a commanding market position and are widely accepted as best-of-breed. Ovum’s Decision Matrix explores the marketplace for hosted contact centers services in the US, with particular emphasis on the ability of service providers to handle multichannel customer interactions.
According to the report, “In the market impact categories, inContact's scores were considerably above average, with the company leading all other vendors in four of six segments. It also did well in the technology assessment, receiving high marks for solution maturity, administration, and overall features.” Ovum found that inContact’s differentiated features include, “the reliability that comes from its carrier capacity, including its deep reservoir of redundancy through back-up data centers and network operating centers.”
The report estimates that 10 percent of all U.S. call center agent seats are now provisioned by hosted service providers, and Ovum expects this number to more than double (to 23%) by 2018 – further validating that enterprises of all sizes are moving to the cloud faster than ever before. In addition to cost savings, customers cited simplified deployment, scalability, and access to the latest technology upgrades as reasons for choosing the cloud over premise-based systems.
“The findings in the Ovum report reinforce the fact that multichannel cloud solutions empower enterprises to deliver the highest levels of personalized customer service within a flexible, reliable, cost-effective infrastructure,” said Paul Jarman, CEO at inContact. “To be recognized as a leader in this dynamic market is incredibly gratifying, and we want to thank all of our customers who participated in the report and validated the services we deliver to them every day.”
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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 combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
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