Leading Financial Services Company Modernizes Service Infrastructure in the Cloud with inContact

SALT LAKE CITY – September  17, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a top financial services firm is leaving its premise-based contact center system for the inContact cloud platform. Moving more than 200 agents across two contact centers to the cloud is a significant step towards increased efficiency and an improved customer experience.
Having experienced numerous service outages during its tenure with their premise system, this customer was very attracted to inContact’s track record of reliability, its geographic redundancy and robust carrier network, as well as its published uptime guarantee. This enterprise–grade and proven cloud platform is a great fit for conservative financial services companies who have been slower to adopt the cloud, but are increasingly seeking ways to uplift aging systems and provide more seamless omni-channel service to their growing customer bases.
“Flexibility and agility are two key components to the progressive contact center,” noted Paul Jarman, CEO at inContact. “The ability to provide the customer the service they need, in the manner they prefer, is the future of customer service and tailor-made for a cloud platform.”
This new customer aims to improve its cross sell and upsell via outbound calls through inContact’s award-winning Personal Connection™ which eliminates the awkward pause of traditional dialer technology and seamlessly connects customer and agent. Also a priority is improving operational efficiency and overall customer service through the inContact Workforce Optimization including synchronized audio and screen recordings of customer interactions and skills-based call routing based on agent evaluation and reporting.
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.
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Cheryl Andrus
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Market Street Partners
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