Frost & Sullivan Identifies inContact as 2015 Customer Value Leader in the Contact Center Solutions Industry in North America
inContact recognized for consistently deepening customer relationships with superior products and services, while delivering a clear, demonstrable ROI
SALT LAKE CITY – November 17, 2015 – inContact, Inc., the leading provider of cloud contact center software and contact center agent optimization tools, today announced it has received the prestigious 2015 North American Frost & Sullivan Award for Customer Value Leadership.
“We are honored to receive this recognition and further validate our leadership position in the industry,” said Paul Jarman, CEO at inContact. “We recognize that, while having premier technology is crucial, helping companies achieve their goals is essential. This Award from Frost & Sullivan substantiates our powerful combination of highly developed cloud technology with expert services, and a rich partner ecosystem, as the premier solution in the contact center market.”
To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows the research and consulting teams to objectively analyze performance according to the key benchmarking criteria and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation. inContact outscored its two nearest competitors with scores of 9 in both the Customer Impact and Business Impact categories.
“inContact’s strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market,” said Frost & Sullivan Principal Analyst Nancy Jamison. “First, the all-in-one, multi-tenant approach does away with the integration hassles found in on-premise deployments; second, the company has resolved cloud reliability issues head-on.”
Hoveround Corporation, a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009. After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ outbound solution in 2014 and has seen empowering results by eliminating the tell-tale awkward pause of typical legacy dialers. The connection rate with customers increased from 19% to 46% and continues to climb.
“At this pace of innovation and development, inContact will continue to expand market share and net key competitive wins,” said Jamison. “The company’s commitment to superior client experience through flexible ongoing professional services, business consulting, technical support, education and training is indeed laudable.”
- Download the full Frost & Sullivan Award report
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- Learn more about inContact’s industry-leading cloud solutions
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inContact is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. Named as Market Leader in the 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.incontact.com.
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