SALT LAKE CITY, September 12, 2013 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that in the second quarter, a Fortune 500 life and health insurance company has selected inContact to support their sales division and ensure consistent customer engagement.
As one of the nation’s leading diversified health care benefits companies, the insurance company serves over 40 million medical, dental and pharmacy members with a broad range of health insurance products and services. With multiple contact center locations across the U.S., the company previously struggled with the technology limitations of a premise-based system that was slow to adapt to change, and they were unable to follow best practices.
“The problem with premise-based solutions is not only the hefty infrastructure, but also the rigid technology that is often slow to respond and provokes unnecessary delays,” said Paul Jarman, CEO at inContact. “With the flexibility and independence of the cloud, initial configuration and subsequent ongoing updates are done automatically and in real-time, ruling out the need for dedicated support and maintenance teams.”
inContact is equipping the Fortune 500 company with a cloud-based solution that provides the speed, timeliness and flexibility required for their broad array of services. inContact will also help the insurance company implement a unified Process and Risk Management solution that will ensure the company remains compliant with all local and federal government regulations.
To improve the close rate of sales opportunities, the company will utilize inContact’s ability to respond and adapt to events in real-time, including timely follow-up with leads and automatic routing to qualified sales representatives. Agents will be able to capture and retain historical information, have access to relevant information through integration with Salesforce, and ultimately maintain a robust customer engagement model.
Jarman adds, “With a published uptime guarantee and advanced features for managing workflow, inContact’s speed and agility ensures a seamless and uninterrupted sales process that maximizes customer retention, boosts agent productivity, and delivers a superior customer experience.”
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inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
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