December 3, 2015
Energy sources other than the traditional fossil fuels are gaining renewed respect and new supporters around the world today. If we can generate power from the free wind and sun all around us, why wouldn't we?
So, taking that idea a step further, a major provider of alternative residential energy has announced that it is moving its contact center operations to inContact’s unified cloud platform. The cost savings and efficiency alone justify the move, but there are other reasons as well.
“The company will implement inContact’s cloud solution for more than 200 agents across four contact centers and use the functional and flexible cloud-based solution to support its aggressive growth plans,” inContact said in a statement.
The energy company—which, according to inContact’s company protocols, was not identified—said it chose inContact Cloud for its flexibility and ability to drive revenue through streamlined services. It’s a move inContact has seen before.
“inContact’s seamless cloud platform is designed to simplify contact center operations so companies can focus on growing and scaling their offerings,” said inContact CEO Paul Jarman, commenting on the new client. “By delivering our solutions in the cloud, inContact ensures ease of use through comprehensive platform integration.”
According to both parties, the inContact Cloud Contact Center Platform is built on a multi-channel Automatic Call Distributor (ACD) and a fully integrated Interactive Voice Response (IVR) system. inContact’s ACD provides a universal, multi-channel queue that allows the company to support customers via voice, chat, email, and social media. The integrated IVR system offers self-service and automatic callback options during periods of unusually high call volume, which greatly reduces contact center hold times and improves the overall customer experience.
It’s worth noting that inContact’s new customer also selected inContact Agent for Salesforce to integrate with its existing Salesforce CRM. “Integrating the inContact platform with the company’s CRM will boost contact center efficiency by providing a single interface that displays customer information in pop-up screens, enabling agents to deliver a higher level of customer service,” the energy company added.