SALT LAKE CITY – December 4, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a major force in the human resources consulting industry has chosen to migrate its contact center operations from a premise-based system to a cloud solution from inContact. With current operations of over 200 agents, and plans to expand both in the U.S. and internationally, this HR heavyweight recognized the benefits of agility and scalability with a unified, multi-channel cloud contact center platform.
“As a leader in the human resources industry, this new customer sets a high standard for customer experience and excellent service,” said Paul Jarman, CEO at inContact. “With ten years’ experience in providing a multi-tenant cloud solution, inContact has a proven track record of supporting high-growth contact centers with security, reliability and scalability.”
The new customer will implement Automatic Call Distributor and Interactive Voice Response, the building blocks of the award-winning cloud contact center core by inContact. The multi-channel ACD supports email, chat, text and social media messages in addition to traditional inbound and outbound communication. inContact will integrate their core platform with the existing Salesforce data base to provide automatic screen-pops of customer data for a smooth and efficient customer experience.
With customer satisfaction a priority, inContact’s new customer also selected the enterprise cloud Quality Management (QM) solution to replace its existing premise QM tool. inContact QM brings multi-media capture of audio and desktop screens for 100% of all customer interactions combined with the ability to provide real-time intelligence on areas of success 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.