inContact’s newest retail customer seeks to improve network reliability and consolidate contact center operations onto unified cloud platform
SALT LAKE CITY – April 6, 2016 – inContact, the leading provider of cloud contact center software and agent optimization tools, today announced a major retail company is moving its contact center operations to the inContact Customer Interaction Cloud. After multiple reconfigurations to alleviate network instability of their on-premises system were unsuccessful, followed by costly upgrades, the company chose to move nearly 200 agents to the inContact cloud. The inContact solution was chosen in part for its complete integration with the customer's CRM application and the ease with which the company could unify their agents located in multiple contact centers, onto one unified platform.
The complete solution from inContact will include industry-leading Voice as a Service network connectivity, offering optimized voice quality for contact centers build on inContact’s carrier-grade, global network. This comprehensive and customized contact center solution includes powerful management tools to improve efficiency and effectiveness from inContact’s Workforce Optimization software suite.
“As the emphasis on exceptional customer service grows, the need to win each customer interaction is imperative,” noted Paul Jarman, CEO at inContact. “Achieving business goals are a function of delivering outstanding customer experiences and the inContact’s cloud is uniquely able to meet these business needs.”
inContact’s new customer will utilize Workforce Optimization and inContact Workforce Management to reduce costs by creating accurate staffing forecasts to ensure proper staffing levels while offering real-time visibility into staffing and call volume levels. The inContact solution was chosen, in part, for its ability to seamlessly integrate these solutions with the customer's CRM application into the cloud platform. Additionally, the ability to deliver a complete, end-to-end solution with the flexibility to add seats and services as needed, gave inContact the clear advantage in this win over its static on-premises competitors.
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inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations around the globe to achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the technology – customer interaction platform as a service – as well as an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, Frost, Ovum, IDC and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com.
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