SALT LAKE CITY – April 26, 2016 – inContact, Inc., the leading provider of cloud contact center software and agent optimization tools, today announced a growing manufacturer and retailer of popular recreational products is transitioning 175 agents from their unreliable and inflexible on-premises contact center system to inContact Customer Interaction Cloud. The easy-to-use and flexible cloud solution enables the company to scale their operations and forecast staffing needs, offering personalized experiences for their customers.
“Our new customer is growing quickly by offering top-of-the-line outdoor products to meet consumers’ recreational needs,” said Paul Jarman, CEO at inContact. “Our easy-to-configure cloud solution has built-in scalability, enabling them to rapidly add new customer service channels and increase agent capacity, while offering world-class experiences for both consumers and agents.”
As part of its customer experience transformation, inContact’s new customer sought a complete solution, including optimized voice quality with inContact Voice as a Service network connectivity. The company also needed to incorporate agent performance evaluation into a scalable cloud platform. inContact Workforce Management
and Quality Management
is coordinated with the multi-channel cloud platform to capture 100% of agent voice conversations and concurrent screen captures, in addition to email, web chat, and social media interactions with customers. The information gathered with inContact Workforce Management and Quality Management is essential to evaluating customer satisfaction and improving employee performance.
The company, brought to inContact by a unified communications channel partner
, will also implement inContact Agent for Salesforce
to integrate with their existing Salesforce CRM. Incorporating inContact’s contact center capabilities with the company’s CRM increases contact center efficiency with a single interface, providing customer information screen pops, enabling agents to provide a higher level of 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