SALT LAKE CITY, Jun 28, 2011 -- inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, today announced that a global consultancy has selected the inContact call routing, survey and quality management solutions to create a high-quality, unified service process for its more than 100 agents across three global contact centers.
Before switching to inContact, the company had disparate premise-based equipment across its business units and global locations in the United States, Europe and Asia. The company wanted to have a centralized global standard for its technology set, and selected the cloud-based inContact system for its international capabilities and depth of solution portfolio.
inContact offers sophisticated solutions for multinational companies through its patent-pending voice gateway technology, making it a very attractive solution for companies that want to streamline global operations. The inContact offering:
- Routes incoming and outgoing contact center calls through the inContact system within Europe and Asia, respectively
- Eliminates static and voice delay problems frequently experienced by other providers who do not have telephony infrastructure
- Enables "follow the sun" service
- Is monitored 24/7/365 and serviced from its operation centers in the United States
As this customer enhances its contact center capabilities and call routing solutions with inContact, the company also aims to provide an industry-leading experience for its customers by listening to direct customer feedback via the inContact ECHO Customer Survey solution. The company will also use the inContact Quality Management (QM) solution to assess agent performance. Together, ECHO and QM enable contact center management to quickly implement changes to positively impact the overall contact center and individual agent performance.
"inContact has always been a great solution for multi-site organizations, and with our voice gateway technology, we provide a strategic advantage for global companies with disparate locations that require a unified customer experience," said Paul Jarman, inContact CEO. "In addition, by combining our customer feedback and agent optimizations solutions, we will help this leading company deliver a differentiated and powerful customer experience."
- Learn more about ECHO Customer Survey
- Learn more about Quality Management
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inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
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