The Cloud Drives Quantifiable Business Value

We are wrapping up a phenomenal year with many stories coming in from our customers on how they are achieving their goals with inContact’s solutions. It feels great to be recognized by the world-renowned experts at Frost & Sullivan with the 2015 Customer Value Leadership Award for Contact Center Solutions. As part of the award, there is a spotlight on one of our customers, Hoveround, a leading manufacturer of high-quality power wheelchairs.

Last summer, I visited Hoveround in Sarasota, Florida to see their operations and talk to their leaders about the customer experience that they strive to achieve. Their story is very inspiring since they truly change lives by giving back independence and freedom to people with mobility challenges. Here’s their story on video. Now with inContact and in particular with the Personal Connection™ Outbound Dialer, Hoveround has gained more efficiency and the ability to help more customers every day.

The Frost & Sullivan Award spotlights these results:

  • Increased connection rate from 19% to 46% with Personal Connection™
  • Improved call answer rate (within 20 seconds) from 50% to 90%
  • Increased number of calls handled per day by 42%

“The efficiencies we’ve gained not only help our company grow, but also help our customers feel like they have the ability to get to the appropriate person in the company to assist them with their needs.” – Jim Kruse, Chief Operating Officer, Hoveround Corporation

This year, we are making a new promise to our customers. We want to make it easy, reliable, and affordable for you to achieve your customer experience and business goals. We would love to hear your stories. Reach out to me about opportunities for success videos and more ways to get your stories in the spotlight.

Click here to download the full Frost & Sullivan Award report.