SALT LAKE CITY – September 6, 2013 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading bottled water company has selected inContact in Q2 to implement a disaster recovery solution that will support a seamless experience for both customers and agents.
Recognized as one of the largest bottled water companies in the US and Canada, the company had implemented a premise-based disaster recovery solution supporting Cisco’s Intelligent Contact Management software. In the event of an outage, this premise system significantly increased the cost of down time, as minutes continued to pass while customers struggle to reach an agent.
By switching to inContact’s cloud platform, the bottled water company now leverages an innovative built-in redundancy and disaster recovery system, ensuring that customers will never fall on a busy signal. This is made possible by the cloud’s ability to change service processes and offerings instantaneously, providing businesses with a technology that’s flexible and always readily available.
“For businesses with a large customer base and high traffic, it is imperative to have a reliable and versatile solution that can adapt to unexpected circumstances,” noted inContact’s CEO, Paul Jarman. “With inContact’s built-in disaster recovery solution, the cloud makes it possible to respond to events in real-time and on the fly, ultimately ruling out downtime, minimizing costs, and promoting an impeccable user experience.”
inContact will operate in four of the beverage company’s nationwide locations, seating more than 100 agents. For its customer, inContact will integrate with the company’s CRM driven screen pop functionality and named agent routing, and will incorporate cloud Automatic Call Distribution (ACD) with skills-based routing and Interactive Voice Response (IVR) services.
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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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