SALT LAKE CITY (Aug 11, 2011) -- inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, today announced the continued growth of its business process outsourcer (BPO) client base with the addition of a growing BPO that caters specifically to food service companies. The new client will initially use 100 seats of inContact cloud call routing and workforce management (WFM) software, but anticipates significant growth that could rapidly increase usage.
The company aims to help its clients increase sales, reduce costs and improve the customer experience by unifying customer calls into a central call center. The approach has been proven in a number of different industries where calls can be answered quickly by a focused agent in a call center, and the order routed to the appropriate restaurant. The strategy enables customer-facing employees to focus their energy on the customers in the locations, while callers also receive premier customer service.
The new client selected inContact in order to maximize efficiency by utilizing skills-based routing to send the calls to the most appropriate agent skilled for any particular call, and ensure the call center is properly staffed. Additionally, to support its anticipated growth, the company is planning to expand to multiple locations in the United States and the Philippines and may add work-from-home agents. As inContact is a true cloud-based offering that requires no hardware, and supports international, multi-site and at-home workers, inContact was able to meet the company's business requirements for growth.
"Our solutions help BPOs handle calls for a variety of clients while providing premier customer service for each interaction," said Mariann McDonagh, inContact Chief Marketing Officer. "Because our solutions are location agnostic, we can enable call center managers and supervisors with the reporting, monitoring and routing solutions necessary to ensure a consistent customer service experience across any number of locations and geographies. Additionally, our WFM solution ensures proper staffing across all locations."
inContact's cloud contact center portfolio is a preferred solution for BPOs, as it gives them the power to:
- Create a differentiated and profitable customer experience
- Dramatically reduce operational costs and improve efficiency
- Location agnostic: domestic, off-shore, at-home and more
- Manage the workforce more profitably
- Scale seats up and down on demand in response to market conditions or seasonal demands
- Find the right balance between cost, profitability and customer needs
McDonagh concluded, "It's exciting to see more companies follow this growing trend of centralizing call center activities, rather than having customer-facing employees try to balance calls and in-person customers. Some do this through engagement with a BPO, while others build their own call center, but the result is the same - improved customer experience and higher profitability. It's a fantastic strategy for growing companies that see the customer experience as a strategic advantage for differentiation."
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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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