SALT LAKE CITY – October 6, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a global leader in safety products and services is leaving its legacy premise system in favor of the inContact cloud contact center platform. With its older premise system, the company continually experienced service downtime and system limitations. These issues impeded its ability to provide a high level of customer service and to take a more intelligent approach to their customer-facing operations.
The new customer is a highly specialized industrial safety company that will implement inContact’s award-winning cloud platform built on the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) foundation which ensures that their customers are directed to the right highly skilled agent for each unique service need. In addition, inContact will implement a comprehensive solution including a full suite of Workforce Optimization (WFO) software designed to maximize each interaction.
“Customer interaction is the core of our industry and cultivating a positive customer experience from the initiation of contact through resolution is vital,” noted Paul Jarman, CEO at inContact. “Our cloud contact center portfolio unifies interactions across multiple channels on a proven and scalable platform which gives companies what they need in specialized markets.”
inContact’s new client will deploy its Analytics Driven Quality solution, enabling a more intelligent approach to the quality management process. Results are analyzed and funneled into the ACD through inContact’s Workforce-Intelligent Contact Center system which updates agent skill levels and adjusts customer traffic to match the appropriate agent to the corresponding customer issue. Continuing through the conclusion of the customer experience, the company chose to collect feedback and intelligence through inContact’s Every Customer Has an Opinion (ECHO) in order to maintain and improve their high standard of service.
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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 offer core contact center infrastructure, workforce optimization in the cloud plus an enterprise-class telecommunications network for the most complete customer interaction solution. Winner of 2014 CRM Magazine Rising Star Award, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.incontact.com.
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