Leading Provider of Residential and Commercial Services Takes Contact Center Operations from Premise to Cloud with inContact

SALT LAKE CITY – September 11, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a top service provider has chosen inContact’s cloud solutions to consolidate the service it delivers through its branch locations and contact centers. This move from a legacy premise-based system involves more than 600 agents across 400 locations throughout the United States.

The primary goal for inContact’s new customer is to unify its service process across the US, enabling branches and contacts centers to function as one powerful virtual service system, flowing calls seamlessly from anywhere to anywhere and allowing its hundreds of agents and branch employees to share contact center and CRM data for better, faster response to customers and more targeted cross sell and upsell. 

“As acceptance of the cloud accelerates, we are seeing more industry diversity in the customer spectrum,” said Paul Jarman, CEO at inContact. “The flexible and adaptable nature of our cloud solution enables customers across a wide variety of industries to maximize their service resources and take a more innovative and intelligent approach to delivering a great customer experience.”

inContact’s latest convert from premise to cloud will implement the cloud contact center core solutions of Automatic Call Distributor and Interactive Voice Response as well as inContact’s Workforce Optimization suite, including quality monitoring and screen recording, ensuring that customer interactions are handled by the best equipped agents.

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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