inContact Identified as Market Leader in Ovum Decision Matrix Report for Multichannel Contact Center Solutions
SALT LAKE CITY – August 13, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that Ovum, a leading research firm, has recognized inContact as a Market Leader in the multichannel cloud contact center industry. inContact earned this position in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015–16, with top scores in the primary categories of Market Impact, Execution and Technology Assessment. An additional boost to the company’s overall score was provided by high marks in customer satisfaction with its “ease of implementation and deployment, flexibility to make changes, and its advanced capabilities”.
This influential report features leading providers that carry a commanding market position and are widely accepted as leaders in the contact center solutions industry. Of these market heavyweights, inContact is a “leading solution that (is) worthy of a place on most technology selection shortlists … and has established a commanding market position with a product that is widely accepted as best-of-breed.”
According to Aphrodite Brinsmead, Ovum Principal Analyst, inContact solutions “meet the needs of customers looking for a reliable set of multi-tenant, multichannel cloud tools that can be deployed quickly.” Brinsmead continued by saying, “Highlights of the vendor’s portfolio include a user-friendly agent interface, multichannel routing, and web collaboration tools, as well as two different cloud-based workforce optimization options.”
The report’s Strengths Analysis pointed specifically to the workforce optimization (WFO) solutions offered by inContact and its ability to provide enterprises with WFO options of varying sizes from a cloud platform. “Having these essential contact center tools in-house rather than relying on best-of-breed partners is beneficial to inContact’s customers that want a fully integrated set of monitoring and performing capabilities.”
“The results of the Ovum Decision Matrix confirm that multichannel cloud solutions enable enterprises to deliver the highest levels of customer service within a scalable, reliable, cost-effective infrastructure,” said Paul Jarman, CEO at inContact. “We are honored by Ovum’s recognition as a leader in this progressive market and owe a great deal of thanks to our customers who contributed their results and substantiated the services we work hard to deliver.”
The report estimates that 400,000 U.S. call center agent seats are now provisioned by cloud service providers, and Ovum expects this number to more than double by 2018 with similar expectations for the European and Asia-Pacific regions. These estimations further validate that enterprises of all sizes are moving to the cloud faster than ever before. In addition to cost savings, customers cited simplified deployment, scalability and access to the latest technology upgrades as reasons for choosing the cloud over premise-based systems. With the growing trend of businesses replacing their aging premise-based systems with cloud contact center offerings, Ovum’s Decision Matrix is a key component of marketplace exploration and trusted source for impartial and comprehensive research.
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inContact is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,000 cloud contact center instances. To learn more, visit www.incontact.com.