Top Global Business Process Outsourcer to Move 2,000 Contact Center Agents to the inContact Cloud Platform

Top 20 BPO selects inContact for unified, agile cloud system to meet growing demand across regions and diverse industries

SALT LAKE CITY – January 6, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces another milestone in the adoption of cloud services by world-class enterprise companies with the latest move to the cloud by one of the largest global Business Process Outsourcers (BPO). This award-winning leader in the BPO marketplace is leaving aging premise software in favor of inContact’s solution by shifting more than 2,000 agents, spread across several countries, to the cloud.

“Large contact center operations, especially global enterprises, are recognizing the value of inContact’s proven multitenant cloud solution,” noted Paul Jarman, CEO at inContact. “Outsourcing providers in particular, with very sophisticated service offerings, are looking for agility, flexibility and scalability in the customer service software that is vital to their business.  Our ability to capture large enterprise accounts reinforces our confidence in growth opportunities for inContact in 2015.”

inContact’s new BPO customer operates in over forty countries across all global regions and needed one system to unify their contact center systems for greater visibility, control and agility. The cloud contact center core from inContact includes a multi-channel Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) to route all inbound contacts across channels including voice, email, chat, text and social media messaging. In addition, inContact’s new customer selected a customized Quality Management suite, featuring multi-media audio recording and desktop screen capture, enabling them to improve their customer experience with better agent monitoring and training.

Additional Information

About inContact

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.

Media Contacts:
Cheryl Andrus
(801) 320-3646
 
Investor Contact:
Edward Keaney
Market Street Partners
(415) 445-3238