May 29, 2015
In the expanding world of cloud computing, it’s understandable that the leaders would know each other. It’s still a small world, and they’re all growing together.
That’s why it makes sense that a global leader in cloud-based business software announced that it has selected inContact’s cloud contact center platform for its own call center needs. The company—which, in accordance with inContact’s business protocols, preferred to remain anonymous—said it is moving away from its old on-premises software in favor of a better solution.
“As successful businesses grow, their customer support needs expand and evolve,” said inContact CEO Paul Jarman, in announcing the newest addition to the inContact family. “They outgrow their existing software and face difficult and expensive options for upgrading older technology. Our cloud software is easy to customize and has built-in scalability, allowing companies to add new customer service channels or increase agent capacity without the overhead and maintenance costs associated with an on-premises system.”
According to both parties, the new enterprise customer will implement inContact’s proven, multi-tenant cloud solution with Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) capabilities. The company was reportedly frustrated by the static and inflexible nature of its existing on-premises system and faced significant upgrade costs to scale its operations. Consequently, it turned to another cloud leader for solutions.
“inContact’s ACD features a skills-and-proficiency-based contact routing engine that automatically identifies which available agent is best suited to handle specific customer service needs,” the company noted in a press release. “Priority routing provides a faster and more satisfying experience for both agents and the customers they serve.”
It’s no wonder inContact was chosen, as the company continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization, and an enterprise-class telecom network for the most comprehensive customer journey management.