SALT LAKE CITY – October 13, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces their selection by a leading financial institution to implement a comprehensive cloud contact center solution. Hindered by an unreliable and inflexible premise system, inContact’s new customer sought a scalable cloud solution to facilitate and support the company’s growth. The inContact core cloud platform will enable their new customer to easily expand beyond their two contact centers supporting 280 agents in the near future.
“Cloud technology offers growing organizations a stable base for contact center operations that is also easily scalable as their needs change,” noted Paul Jarman, CEO at inContact. “Customer service must be adaptive and cloud technology is an ideal solution for this rapidly evolving industry.”
This new customer, a force in the financial industry, selected both inbound and outbound solutions from inContact’s cloud core. The Automatic Call Distributor and Interactive Voice Response will capture the caller’s customer data from the existing CRM database and automatically route them to the optimal agent for their individual issue. The traditional inbound channels will be augmented with email and text capabilities for true omni-channel customer service support. The company also chose to implement the inView performance dashboard and enterprise Workforce Optimization suite powered by Verint to enhance the contact center’s production and efficiency through screen capture, audio recording with speech analytics, and comprehensive performance management to increase coaching and training effectiveness.
In an effort to improve their new customer’s outbound results, while remaining within strict regulatory compliance, inContact’s new customer chose the award-winning Personal Connection™ which increases connection rates by eliminating the awkward pause commonly associated with outbound calls. Providing a smooth and seamless connection between agent and customer paves the way for better outcomes, higher conversion rates, and increased revenues.
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inContact is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 1,800 cloud contact center instances. To learn more, visit www.incontact.com.
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