June 10, 2015
inContact, a leader in cloud contact center software, has added another feather to its cap with the announcement that it has been awarded a contract by a major metropolitan city that has selected inContact for its call center needs. According to both parties, inContact’s flexible and scalable cloud platform will help the local government meet the demands of population growth, which is expected to exceed 30 percent over the next decade. In accordance with inContact’s company policies, the city was not named.
“As the demand for government transparency grows, and public entities express a sincere desire to meet this demand, government contact centers are seeking flexible solutions that can be quickly scaled up or down to meet their evolving needs,” said inContact CEO Paul Jarman when announcing the contract award.
As part of the city’s transition away from its aging on-premises system and toward a solution that can keep pace with anticipated growth, inContact will provide a customizable and agile cloud system.
The company’s Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options are the core building blocks of the inContact cloud platform, along with skills-based multichannel routing to ensure that citizens’ needs are addressed by the ideal agent in the most efficient manner. “Government agencies are moving to the cloud to transition from expensive capital expenditures to a more flexible, pay-as-you-go operating-expense billing model with built-in flexibility to quickly activate on-call and work-from-home agents as needed,” inContact said in a statement.
As a leader in cloud contact center software, inContact helps organizations around the world create customer and contact center employee experiences that are more personalized, empowering, and engaging. As such, inContact continuously innovates in the cloud, providing workforce optimization and an enterprise-class telecommunications network for the most comprehensive customer journey management.