SALT LAKE CITY (January 18, 2011) – inContact (NASDAQ: SAAS), a provider of on-demand call center software and call center agent optimization tools, announced today the expansion of its footprint in the self-storage market segment with the addition of two new self-storage customers.
The process for choosing a self-storage provider for most consumers is simple - they typically begin by calling the provider closest to their home. If there is no answer at the first self-storage company, they’ll just call the next name in the phone book. As a result, self-storage companies require a call routing platform and strategy that enables them to appropriately route calls so that no call is ever missed or routed to voice mail. Effective call routing improves reservation rates, drives sales, and enables more responsive customer service.
The first new inContact customer used another hosted product to route calls into their call center, but this competitive solution could not make agile changes to the routing system according to their business needs or provide the business insight necessary to optimize their call center operations, leaving the company searching for another provider. inContact was selected for its powerful integration with salesforce.com CRM, which provides a dynamic customer information feed to agents about callers in queue, enabling them to more quickly address customer needs. inContact was also chosen to address the storage provider’s requirements for business intelligence and system flexibility.
“We are seeing growing interest for our cloud-based call center solutions among companies in the self-storage sector as they compete to win more sales, provide a high level of customer service and differentiate their companies in the market,” said Paul Jarman, inContact CEO. “When faced with a myriad of options when choosing a storage provider, it’s key to enable storage operators to seamlessly combine retail locations together into a virtual call center, flowing sales calls across these locations so a prospect always reaches a live person. In addition, our deep integrations with the leading CRM systems, like salesforce.com, provide powerful tools to enhance their cross-sell and up-sell to existing customers.”
The second new inContact customer had been routing calls to its individual storage facilities, leaving the operators at each location to answer the phones. However, if an operator was touring the facility with a prospective customer or handling any other in-person customer needs, calls were routed to an automated voice mail service, translating into lost sales opportunities. The company decided to build a centralized call center to maximize sales opportunities and selected inContact based on the company’s experience and reputation in the self-storage sector and its premier cloud-based call routing platform.
Concluded Jarman, “We are excited to be the provider of choice for six self-storage companies, including NYSE-traded Extra Space Storage, the second largest operator in the United States. inContact is uniquely positioned to deliver both the industry-leading service and business value to meet the demanding needs of the very competitive and growing self-storage market.”
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inContact (NASDAQ: SAAS) helps call 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 call 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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