SALT LAKE CITY, April 16, 2013 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading vacation timeshare company selected inContact to support more than 300 contact center agents for its growing network of top North American resort destinations.
The company was seeking a unified cloud platform to handle multichannel customer interactions including phone, chat, fax, email and social. inContact’s powerful Universal Queue creates a single integrated flow of multi-channel interactions, enabling customers to communicate via their channel of preference, optimizing agent workflow and contact handling and giving contact center managers a complete view of their entire operations.
Previously operating with multiple premise-based systems across different call centers, the company was looking for a state-of-the-art solution to unify operations and to improve call flow and routing. Another major criteria for their selection was the ability to integrate the contact center software with their CRM systems. inContact will deliver cloud ACD and IVR services as well as Blended Predictive Dialer, Workforce Management and inContact’s ECHO Customer Feedback.
“Customer service is paramount in the travel and hospitality industry where brand loyalty can be destroyed by poor service,” said Paul Jarman, CEO of inContact. “To keep pace with customer demands, companies must be able to respond efficiently and effectively via a variety of communications channels. inContact harmonizes contact center operations in the cloud helping companies to become more agile and to reduce operational costs while at the same time improving overall customer experience whether it’s through voice, email, chat, mobile or social channels.”
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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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