SALT LAKE CITY – July 6, 2016 – inContact, Inc., the leading provider of cloud contact center software and workforce optimization tools, today announced a global hospitality group is transitioning 250 agents from their on-premises legacy contact center system to inContact’s scalable Customer Interaction Cloud. Implementing inContact’s omnichannel cloud solution provides the contact center tools needed to achieve better business outcomes.
“In the hyper-competitive hospitality industry, companies leverage customer service to distinguish their brands and rise above their competitors,” noted Paul Jarman, CEO at inContact. “Many travel and entertainment providers are choosing the cloud to unify their operations, cost-effectively address their scalability requirements during peak travel seasons, and offer more communication choices with their discerning and valued customers.”
inContact’s new customer is leveraging the industry-leading Voice as a Service network connectivity to improve its customer service quality and reliability. inContact cloud solutions provide a competitive advantage for this international company through a cost effective model for their complex telecommunications needs. Through inContact’s tightly integrated omnichannel Automatic Call Distributor
and Interactive Voice Response
systems, each point of contact will be routed to the appropriate global location and most-skilled agent for the customer’s specified need.
In addition to inbound cloud contact center solutions, the customer chose inContact Workforce Optimization
to improve agent efficiency and reduce overall contact center operation costs. The complete solution includes inContact Quality Management
, offering robust reporting options to track all activity within the customer experience lifecycle. Comprehensive visibility into contact center activity, through customizable dashboards, provide real-time and historical data reports. This valuable business intelligence enables the company to manage their performance across all locations while retaining the scalability needed to accommodate the fluctuating nature of hospitality-related customer service.
inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum 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