SALT LAKE CITY, Oct 24, 2011 -- inContact (NASDAQ:SAAS), the leading provider of cloud-based contact center software and contact center agent optimization tools, today announced that a premier retailer of clothing and home décor products has selected inContact to power its service and support center in order to free management to focus their time and efforts on the company's business strategy.
The company markets and sells the majority of its products through catalogues and e-commerce, making the contact center one of the only human faces of the brand. As a result, the company puts a premium on providing its customers with a leading experience with every call.
The company had long used premise-based equipment to power its contact center, and the contact center management focused much of their time managing redundant servers across multiple locations and implementing firmware, upgrades, etc. As the systems aged and were due for replacement, the contact center management looked to cloud-based technologies to free them from maintenance and enable them to focus on providing exceptional customer service to their customers. The company selected inContact due to its ability to scale to support seasonal shifts in staffing, the ease of supporting at-home agents to support their disaster recovery strategy, and the inContact professional services support to apply best practices to their call flows and scripts.
"By moving to the inContact cloud, our customers are able to reduce their contact center software investment, including the time it takes to maintain it, and increase the profitability of every customer interaction," said Paul Jarman, inContact CEO. "Our customers benefit from built-in redundancy, ongoing upgrades and the ability to deploy the software easily to any location. That frees them to focus on their core business and meet and exceed their company goals."
The company has also begun to migrate other contact center systems to the cloud, including their CRM system. Using the inContact Plugin Agent, inContact can easily integrate with the CRM system to enable intelligent call routing so that the call and caller information are delivered on a single, unified screen on the agent's desktop.
Jarman concluded, "The Plugin Agent is another key step in delivering a leading customer experience. It delivers caller information to the agent's fingertips in a unified screen view, allowing the agent to focus on the caller rather than the applications."
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact 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.
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