SALT LAKE CITY (Aug 03, 2011) -- inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, today announced that one of the nation's leading hospitality companies has selected the inContact cloud contact routing Workforce Management (WFM) solutions.
When a guest in one of the company's thousands of hotel rooms dials for valet, room service, or any number of guest services, or a future guest calls to make a reservation, the call is routed to a main call center on the property. Consolidating all of the hotel services, such as housekeeping, spa services, valet, etc., to a single center enables the company to promptly answer all guest calls and provide the premier level of service for which they're known.
The company will leverage inContact's customizable solutions to further elevate the customer experience beyond what they could accomplish with their prior, legacy premise-based system. With the inContact solution, when a call comes in, the system automatically searches reservations data, and provides the agent with a screen displaying the guest's information. Custom greetings pre-recorded by each agent, will play for the caller and agent, identifying the department they called and ensuring a consistent, customized greeting for every call. The company can easily change their recorded greetings at any time and re-route calls to other centers as needed.
"This new account is a testament to the power and flexibility of the cloud and the inContact platform," said Paul Jarman, inContact CEO. "As the cloud contact center leader, our focus is to help customers address their customer care objectives by enabling technology to create differentiation and a strategic advantage. For this new customer, we'll customize routing, recordings and screen pops to meet their needs, while providing a more robust offering than their previous premise-based system."
The hospitality company is very popular with meeting and convention organizers, and during slower seasons, the company implements innovative programs to drive additional guest registration. The inContact WFM solution, powered by Verint, will assist with scheduling and forecasting during these periods, ensuring that the call center is always adequately staffed to meet customer needs.
Jarman concluded, "We look forward to growing with this company and supporting them in their mission to deliver a premier customer experience."
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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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