SALT LAKE CITY – June 28, 2010 – inContact, Inc., (NASDAQ: SAAS) has announced the successful deployment of its cloud-based call center platform at photo-to-canvas conversion service Canvas on Demand. Use of the inContact platform to replace Canvas on Demand’s in-house system saved thousands of dollars in capital expenses and ongoing maintenance over a conventional premise-based installation, while also enabling improved call handling, real-time agent monitoring and easy port expansion/contraction to accommodate seasonal call volume fluctuations.
For Canvas on Demand, the broad functionality of the inContact platform overcame shortcomings of the company’s legacy system that hampered optimal operations. Key customer service and business management enhancements gained with inContact include the ability to send calls directly to a customer service representative rather than through an interactive voice response (IVR) system, a dashboard displaying real-time agent status and call state, a call recording option, and the ability to categorize calls by type such as promotion code for business analysis.
The deployment followed a failed rollout of another hosted system that suffered from latency problems in customer-agent conversations as well as usability issues that slowed customer service. Canvas on Demand rejected the other system after a few days of testing that triggered widespread complaints from customer service representatives.
“We have a custom business that is driven by customer service. We wanted our agents to be able to pick up the phone without IVR unless there were callers in queue, and we needed a real-time view of call status for ourselves to be sure that we’re handling customers quickly and efficiently,” said Jon Keane, Vice President of Customer Delight at Canvas on Demand. “The inContact platform has equipped us with these and other enterprise-class capabilities at far less cost than an on-premise system.”
“Canvas on Demand’s experience showcases the robustness of our contact center platform from both a connectivity and a feature set perspective,” said Durinda Biesman, Senior Vice President, Global Service Delivery at inContact. “Call centers can now move their infrastructure into our cloud where they can utilize a toolset and experience a quality of service that prior to inContact was only available from expensive premise based systems.”
All components of the inContact call center infrastructure – including the automatic call distributor (ACD) with skills-based routing, interactive voice response (IVR) system and agent optimization tools – are provided over a broadband connection under the Software-as-a-Service (SaaS) model. Charges are per seat or per user per month with no upfront capital investment, annual maintenance contract fees, equipment replacement requirements, or need for in-house technical personnel to maintain the system.
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
About Canvas on Demand
Canvas on Demand converts photographs into canvas prints that are available with a variety of photo treatment, retouching and finishing options, including photorealistic and painter-style rendering as well as wrapped and framed canvases. Canvas prints can be ordered online or by phone, and finished canvases ship in less than a week. For more information, visit www.canvasondemand.com.
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