SALT LAKE CITY (October 11, 2010) – inContact (NASDAQ: SAAS), the market leader in on-demand call center software and call center agent optimization tools, announced today that a leading Fortune 500 business process and information technology services provider expanded its use of the company’s portfolio by adding inContact’s call routing products to its agents’ existing tool sets. The company has successfully used the inContact Hiring solution for more than two years.
This global customer, with more than 34,000 agents in 150 countries, required a new call routing solution to support a key client that was ramping up an inbound/outbound insurance enrollment campaign. The customer needed a flexible solution that could be implemented quickly, be easily modified as their needs change over time and be accessible from any of their locations. After a strenuous formal proposal process, the company selected inContact for its powerful and innovative capabilities, scalability and their past experience with inContact’s ability to execute.
The Fortune 500 company will use the inContact Automated Call Distributor (ACD) to route calls to the best available and most highly trained salesperson in their contact center. In addition, they will also use the inContact Dialer to initiate outbound calls to prospective customers, blending both inbound and outbound agents in order to maximize the personnel. When inbound call volumes hit a certain threshold, the inContact system automatically shifts outbound agents to an inbound state to decrease the number of callers waiting in the queue. When the inbound volume drops back down, those agents can be moved back to placing outbound calls.
“We have had a really great history providing value-enhancing software with this market-leading services company and are extremely pleased to be expanding our presence within their organization,” said Paul Jarman, inContact CEO. “Our broad cloud-based contact center portfolio provides compelling benefits for both mid-market and large Fortune 500 enterprise customers, enabling inContact to effectively compete and win against legacy, premise-based solutions.”
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 call 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.
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