Scalable solutions from inContact allow StatesideBPO to increase their customer base and expand into a larger international BPO marketplace
SALT LAKE CITY – October 19, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced the expansion of an existing business process outsourcer (BPO) customer, StatesideBPO, from its original 40 to more than 300 agents in the cloud. Specializing in virtual at-home solutions staffed with highly educated Americans with disabilities and U.S. veterans, StatesideBPO will bring several new international clients onto the inContact cloud platform and integrate additional services.
In early 2014, StatesideBPO selected inContact to power its contact center operations with the Cloud Contact Center Platform, built on the multi-channel ACD and NICE inContactspeech-enabled IVR. After experiencing the reliability, flexibility and scalability of the cloud first hand, StatesideBPO will extend its investment into inContact’s cloud technology by adding agents and solutions to its existing multi-country inContact agreement.
"The BPO market has recognized the cloud advantages and is leveraging those assets by disseminating them directly to their clients," noted Paul Jarman, CEO at inContact. "We are pleased to have earned StatesideBPO’s confidence to expand their inContact solutions and integrate additional functionality with their existing cloud contact center core.”
“inContact allows StatesideBPO to extend multi-channel capabilities to our clients for their contact center and customer service needs,” states Garrett Mullins, Chief Sales and Client Service Officer at StatesideBPO. “This allows StatesideBPO and our clients to reduce costs and increase productivity by sharing a common contact center platform.”
StatesideBPO’s expansion of inContact solutions includes a robust suite of Workforce Management (WFM) tools designed to improve contact center operations and increase efficiency. WFM will enable StatesideBPO, and their clients, to balance employee needs and staffing levels with customer satisfaction and call volume levels, ensuring the most appropriately-skilled agent is available for each customer interaction. With inContact’s graphical views of forecasted, actual and predicted traffic and service-level statistics, StatesideBPO will empower its clients with real-time visibility into staffing and call volume metrics, and provide them with the instant information they need to meet their customer service commitments.
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inContact is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. Named as Market Leader in the 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.incontact.com.
StatesideBPO is a leading force in transforming cloud-based customer service solutions for the highest quality of service at the most effective cost per interaction. Our U.S. based agents are Americans with disabilities, U.S. Veterans, and U.S. Veterans with disabilities dispersed throughout 40 states. StatesideBPO is supported by state-of-the-art technology, including industry-leading cloud software and other leading technologies, allowing our virtual employees to respond quickly to our client’s needs. In addition to network marketing and direct sales organizations, StatesideBPO supports a wide range of industries including energy, healthcare, pharmaceutical, retail, and high-technology companies. For more information, visit www.statesidebpo.com.
Market Street Partners