August 20, 2015
Taxpayers traditionally dislike seeing their local government spend money, but one recent example is sure to pay off and keep residents happy.
InContact, a leading provider of cloud-based contact center software and contact center agent optimization tools, has announced that a major county government is replacing its on-premises contact center system with the InContact cloud solution.
This particular county government—which, according to current inContact protocols, was not named—will reportedly implement inContact’s cloud platform with 300 agents initially, with the expectation of expanding operations and customizing its contact center system to provide “optimal customer service to its 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 of inContact, when commenting on the project. “The public sector places a high value on excellent customer service, and it is more important than ever for government contact centers to take advantage of scalable solutions that can quickly adapt to their evolving needs.”
The county’s transition from its current, aging on-premises system will center on inContact’s customizable cloud system. The Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) components of the systems are the core building blocks of the inContact cloud platform, with skills-based multichannel routing to ensure that citizens’ needs are addressed by the most suitable 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 work-from-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 using inContact’s scalable cloud platform to meet the demands of its rapidly growing population.