Cloud Customer Service Solution Triumphs

August 20, 2015

Taxpayers traditionally hate seeing their local government spend money, but one recent instance is sure to pay dividends and keep residents happy.

InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major county government is replacing its premise-based contact center system with the inContact cloud solution.

This specific county government – which, according to current inContact protocols was not named — will reportedly implement inContact’s cloud platform with 300 agents up front, with the expectation of expanding operations and customizing its contact center system to provide “optimal customer service to their growing resident population,” according to a statement.

“We are seeing an increase in government agencies moving to the cloud and transitioning from expensive capital investments to the flexible, pay-as-you-go billing model available with cloud solutions,” noted Paul Jarman, CEO at inContact, in commenting on the project. “The public sector is placing a premium on excellent customer service and it is more important than ever for government contact centers to leverage the benefits of scalable solutions that can quickly meet their evolving needs.”

The county’s transition from its current aging premise system will center around inContact’s customizable cloud system. The Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) aspects of the systems are the core building blocks of the inContact cloud platform, with skills-based multichannel routing to ensure citizens’ needs are addressed by the ideal agent in the most efficient manner. “The flexibility provided by inContact’s cloud platform will enable its new customer to add agents, including the ability to reduce operating costs by employing at-home agents as well,” the company said

The customer also selected a customized suite of Workforce Optimization (WFO) solutions designed to boost agent productivity and overall operational efficiency. The move was reportedly made as the county government is planning ahead with inContact’s scalable cloud platform to meet the demands of its fast-growing population.