SALT LAKE CITY (April 8, 2011) - inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, announced today that an expanding U.S. based outsourcer has selected the inContact solution to better serve its growing energy industry clientele.
The outsourcing company was originally established to provide services for a single energy company and has experienced rapid growth as a result of market conditions and deregulation. The outsourcer currently provides mission-critical service for more than 30 different energy/utility companies and maintains 200 agents to process calls for billing inquiries, service issues and reporting of potentially hazardous situations. As the company grew, it was challenged by its aging premise-based phone systems, and the need to quickly and easily support new business became apparent. The company selected the inContact cloud-based solution to provide key capabilities such as easy customization of the customer experience and agent experience, built-in disaster recovery without the additional hardware requirements of a premise-based system, as well as a flexible payment model that matched its business requirements.
"The inContact cloud-based solution gives outsourcers in any industry an extraordinary competitive advantage," said Paul Jarman, inContact CEO. "Our powerful portfolio of scalable, flexible, pay-as-you-go cloud-based solutions enables outsourcers to better manage their talent, reduce non-billable hours and increase revenue per call. In short, we help them create profitable customer experiences."
Jarman concluded, "inContact also helps outsourcers differentiate their offerings within the competitive call center outsourcer market by enabling them to collect critical business intelligence that can increase their customers' dependence on their services. Our powerful, cloud-based solutions can automate, analyze and optimize virtually every key customer-focused process in call center outsourcing organizations."
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact 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.
Learn more about the inContact platform for outsourcers: http://www.incontact.com/hosted-call-center-software/outsource-call-centers
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