March 16, 2015
Proving yet again that the cloud is rapidly becoming the better way for the enterprise to conduct business, inContact — the leading provider of cloud contact center software and contact center agent optimization tools – announced that it has landed yet another client for its award-winning cloud contact center solution.
In a statement, the company said that a nationwide consulting and marketing firm will replace its premise-based system with the inContact’s offering. The company – which was not named due to inContact company protocols – says it is moving 200 agents to the inContact cloud contact center platform to ensure “a more consistent and high quality experience for their customers.”
According to both companies, this new retail customer will leverage inContact’s award-winning Personal Connection Outbound solution, which will be fully integrated with the firm’s existing CRM system.
“inContact’s advanced cloud platform synchronizes data between the ACD (Automatic Call Distributor) and CRM, and delivers customer details directly to the agent who is placing the call so that he or she can create a personalized experience with their customer,” inContact said in a release.
In addition to the above, inContact’s new ‘Personal Connection’ offering eliminates the tell-tale pause of an outbound call, which causes many customers to hang up before the message can even begin. Personal Connection will help the company increase agent efficiency through a higher connect rate and will drive the sales efforts of the retail marketing firm.
“Personal Connection is gaining traction with companies who are looking for ways to differentiate in highly-competitive retail marketplaces,” said Paul Jarman, CEO at inContact. “Our end-to-end cloud solution is flexible and scalable, and can be tailored to fit retail business models and provide opportunities for our new customer to outshine its competition.”
The new customer will also get inContact’s scalable and customizable Automatic Call Distributor and Interactive Voice Response as part of its complete solution, as well as improved contact center efficiency through a robust set of Workforce Optimization and management tools.