December 15, 2015
In the world of “materials handling,” time really is money. If you can’t deliver the requested products to an anxious customer in a timely manner, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a leading facility management and materials handling company has chosen to adopt inContact’s unified cloud platform for all its contact center needs.
The company—which, according to inContact’s company protocols, was not publicly identified—will implement inContact’s “scalable, cloud-based contact center solution, robust reporting platform, superior quality monitoring, and multichannel offering at several locations across the United States,” according to a press release.
The facilities expert reportedly has 300 agents in five contact centers and dozens more working remotely or from home, and is poised to utilize inContact’s flexible Cloud Contact Center Platform, which consists of the company’s multi-channel Automatic Call Distributor (ACD) and a fully integrated Interactive Voice Response (IVR) system.
“InContact empowers our customers to achieve their customer experience goals by unifying all resources into a single dynamic platform,” said InContact CEO Paul Jarman in making the announcement. “Our suite of cloud-based products will enable this new client to increase reliability, enhance functionality, and deliver the best possible customer experience.”
InContact’s best-in-class ACD will enable the new customer to scale its business easily by providing skills- and proficiency-based routing for both inbound and outbound interactions, with support for voice, email, text, chat, and social media channels. “The IVR system provides callers with self-service options and allows customers to request a callback when an agent becomes available, rather than waiting on hold during periods of high call volume,” inContact said. Additionally, inContact’s easy-to-use cloud platform includes simple adjustments to accommodate rapid and drastic changes in customer service traffic.
It’s worth noting that the company also chose to use inContact Quality Management, which provides customers with in-depth insights into agent performance, helping to drive continuous improvement in their customer service processes. The inContact cloud-based solution also includes multi-level redundancies and disaster recovery measures to ensure uninterrupted operations even during typical outages.