Provider of private post-secondary education moves contact center operations to the cloud to improve communications between agents and students
SALT LAKE CITY – May 31, 2016 – inContact, Inc., the leading provider of cloud contact center software and agent optimization tools, today announced a national education corporation will transition more than 400 agents from an inflexible premises-based contact center solution to inContact Customer Interaction Cloud. Implementing this complete cloud solution, including optimized voice quality with inContact Voice as a Service network connectivity, offers the necessary tools to provide a superior customer experience for its students.
This new customer chose inContact’s Customer Interaction Cloud to provide a centrally managed and fully integrated contact center system that will enhance functionality, reporting and scalability to service their students at a superior level. Their need to integrate contact center and student data, along with real time visibility of performance, was important when searching for an all-in-one cloud solution.
“As the costs of providing education and professional training rise, education providers look to reduce operating costs,” said Paul Jarman, CEO at inContact. “Replacing expensive and inflexible on-premises systems with efficient cloud solutions will make continuing professional education more accessible and contribute to a better educated workforce.”
The institution’s past on-premises solution was a patchwork of approximately 17 different disparate systems. inContact will provide their new customer with a complete cloud solution to route inbound toll-free calls, emails, chats and voicemails to agents, regardless of the agent’s location. Contact center agents are selected based on their assigned skill set, agent availability, and the agent’s proficiency for the point of contact’s skill type. The skills based omnichannel routing functionality in the cloud will allow the customer to gain the desired efficiencies through a centralized and fully integrated blended inbound and outbound solution.
For outbound communications, the institution will leverage inContact’s award-winning Personal Connection™ dialer to increase productivity by seamlessly connecting agents with clients by eliminating the tell-tale pause of typical legacy dialers. Personal Connection’s patented technology connects agents at the first greeting and paves the way for better outcomes through higher conversion rates. Callback functionality is also essential to their outbound campaigns. inContact’s Promise Keeper feature has the ability to schedule return calls placed by incoming callers. Reliability and efficiency are vital to the everyday effectiveness of their recruiting efforts, as well as communicating to potential students.
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inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum 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.
Market Street Partners