SALT LAKE CITY (February 2, 2011) – inContact (NASDAQ: SAAS), a provider of on-demand call center software and call center agent optimization tools, announced a new customer win that expands its growing foothold in the healthcare market segment. A regional healthcare delivery network, consisting of hospitals and health centers, selected the inContact call routing and workforce optimization (WFO) solutions to power its patient scheduling, billing and nurse consultation departments.
The healthcare network has been voted the preferred hospital in its county for more than a decade as a result of its sharp focus on providing high quality patient care. As its legacy premise-based call routing system aged, making changes to the system was nearly impossible without significant IT resources and, as a result, the call center management had very little control over their technology. Additionally, the healthcare network will soon introduce a phone-based nurse consultation group which patients can call for health insights and support. The nurse consultation group will be home-based, and the company needed a solution that links it all together to provide patients with a single phone number.
The cloud-based inContact solution put control of the key call center applications in the hands of the call center management. inContact was selected over three premise-based providers due to its ability to make changes on demand to call flows and scripts and to support agents in any location without any special configuration. In addition, inContact’s powerful combination of call routing and WFO solutions enabled the healthcare provider to work with a single vendor to maximize their call center operations. The company plans to initially scale to approximately 160 agents using the inContact solutions and will only have to pay for what they need, adding as they grow.
In addition, to maintain its high patient satisfaction rates, the healthcare network will also deploy the inContact survey and quality management solutions, which enable managers to hear the voice of the customer and make changes to their practices and procedures to more effectively meet their patient needs.
“inContact is very well suited to meet the mission-critical demands of the healthcare industry, where patient health and lives are constantly on the line,” said Paul Jarman, inContact CEO. “Our model can easily scale to meet changing business conditions, seamlessly link multiple locations and at-home agents without any special configuration, and help ensure compelling and long term customer satisfaction.”
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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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