January 14, 2016
They say that in business, you're only as good as your most recent success, but if the cloud call center leader inContact is any indication, the company is on a roll.
Citing the company’s “full-featured cloud solution, outstanding customer support, and commitment to innovation,” inContact was recognized by Frost & Sullivan (News – Alert) (F&S) with the 2015 North American Frost & Sullivan Award for Customer Value Leadership.
“InContact, a pioneer in the cloud contact center industry, consistently strives to go above and beyond what on-premises leaders have delivered for years,” F&S said in a statement. “The company has one of the strongest portfolios of cloud-based contact center solutions, offering the full range of contact center functionality.”
This recognition makes sense, as companies worldwide have come to appreciate the cost and performance benefits of using inContact’s cloud solutions. “Customers can deploy a wide range of features and applications without having to fund on-premises installations,” inContact notes. In addition, the company’s pay-as-you-go pricing model enables businesses to fund contact center expenses through operating expenses (OpEx) rather than capital expenditures (CapEx).
“InContact’s strategy of focusing solely on the cloud has enabled it to address many challenges within the contact center market,” said F&S Principal Analyst Nancy Jamison. “First, the all-in-one, multi-tenant approach eliminates the integration hassles associated with on-premises deployments; [and] second, the company has tackled cloud reliability issues head-on.”
F&S further noted that some of the unique features offered by the company have also been helpful, citing inContact’s ‘Personal Connection’ outbound dialing solution (which eliminates the noticeable ‘pause’ that some dialers have), which in turn helps boost connection rates.
“The company’s commitment to delivering a superior customer experience through flexible, ongoing professional services, business consulting, technical support, education, and training is indeed commendable,” Jamison said. “At this pace of innovation and development, inContact will continue to expand its market share and secure key competitive wins.”