Utilities Company Improves Customer Service with Cloud Voice-of-the-Customer Solution from inContact

SALT LAKE CITY – September 23, 2014 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces a major utility company will implement the inContact ECHO cloud customer survey solution. In need of a survey tool that is flexible and able to provide near real-time results, this utility company looks to reduce survey turn-around time from five weeks with its current third party provider, to less than a day with ECHO. This will enable them to better arm their 500 agents with the key customer intelligence needed to improve customer service.
“The ability to obtain feedback from customers is the single most important component to providing a positive customer experience,” said Paul Jarman, CEO at inContact. “While collecting this feedback is crucial, it must be put into the right hands to make it valuable. The ability to quickly distribute it to the agents as actionable information is a benefit of our cloud platform and is what sets ECHO apart.”
The ECHO voice-of-the-customer solution collects immediate feedback from customers, while the interaction is still fresh in their minds, and quickly delivers it to contact center management. ECHO can be configured to provide customer feedback directly to agents, giving them the ability to monitor their service performance and adjust their communication methods on demand. The real-time customer insight ECHO provides enables users to build the programs and processes needed to create a positive customer experience in each interaction.
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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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