Leading healthcare company more than doubles customer service operations through flexible cloud solutions and improves efficiency with Workforce Optimization
SALT LAKE CITY – March 29, 2016 – inContact, Inc., the leading provider of cloud contact center software and agent optimization tools, today announced a national healthcare services provider will increase their current inContact solution by more than 550 agents seats and add inContact Workforce Optimization. The flexibility and scalability of inContact’s cloud solution allows the company to adapt quickly to changing business requirements and add-on additional agents to better serve their customers.
“The healthcare industry is constantly changing and the cloud provides companies the ability to adapt, develop and expand within a dynamic customer service environment,” stated Paul Jarman, CEO of inContact. “It is vital for organizations to have a flexible and scalable system to deliver the most personalized and seamless service experience for the members, providers and clients they support.”
The healthcare provider has utilized inContact Customer
Interaction Cloud, employing the multichannel Automatic Call Distributor (ACD
) and seamlessly integrated Interactive Voice Response
(IVR) since July 2014. After experiencing the tangible business value of the inContact platform, and the cloud’s ability to adapt and quickly expand, the customer is now growing operations by adding more than 550 agents to the inContact solution.
To accompany this rapid expansion, the company also chose to increase their operational efficiency by selecting inContact Workforce Management
solutions, a key component of the inContact Workforce Optimization
suite. Increasing their agent count from more than 300 to nearly 900 agents creates new challenges for the growing company and a greater need for overall operational efficiency. inContact’s proactive Workforce Management solutions reduces costs by creating accurate staff scheduling forecast models to better manage overages during busy seasons while offering real-time visibility into staffing and call volume levels. Additionally, the company will implement Screen Recording to improve overall customer service quality by combining video with audio recording to create a comprehensive view of customer interactions.
inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations around the globe to achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the technology – customer interaction platform as a service – as well as an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, Frost, Ovum, IDC and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com.
Market Street Partners