Leading E-Commerce Firm Shifts Contact Center Operations to inContact’s Multi-Channel Cloud Platform

SALT LAKE CITY – July 22, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces that a new enterprise customer is moving more than 900 agents to the company's cloud software platform. Frustrated by the high costs and inflexible nature of its existing premise system, this forward-thinking organization seeks to improve efficiency and customer experience by consolidating contact center operations with a unified cloud platform.

“Large enterprises are moving global contact center operations to the cloud now more than ever,” said Paul Jarman, CEO at inContact. “The business value of the cloud is proven, and to stay competitive, fast-moving companies look to the cloud to create unique and satisfying customer experiences.”

Top priority for this new customer is flexibility to manage real-time changes and improve agent efficiency with global reporting and performance analytics. inContact will implement the Cloud Contact Center Platform with an ACD and fully integrated IVR for a multichannel solution that includes phone, chat, email, automated speech recognition (ASR) and text-to-speech (TTS). inContact will also provide end-to-end IP network connectivity as well as domestic and international toll-free numbers.

Jarman continued: “One of inContact's most powerful advantages is that we are the only cloud contact center company that is also a global network connectivity provider. This means our customers get the benefit of our deep connectivity expertise as well as cloud contact center best practices.”

To support personalized customer experiences, inContact’s cloud contact center software will integrate seamlessly with the client’s existing CRM system, customer information and purchase history.

Additional Information

About inContact

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.

Media Contacts:
Cheryl Andrus
(801) 320-3646
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Edward Keaney
Market Street Partners
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