December 4, 2014
inContact, the leading provider of cloud contact center software and contact center agent optimization tools, is continuing its impressive streak of new clients and expansions this year.
The company has just announced that it has added what it described as “a major player in the human resources consulting industry” as a new client.
The company—which inContact declined to identify, in accordance with current company protocols—decided to migrate its contact center operations from an on-premises system to a cloud solution from inContact.
“With current operations involving over 200 agents and plans to expand both in the U.S. and internationally, this HR heavyweight recognized the benefits of agility and scalability offered by a unified, multi-channel cloud contact center platform,” inContact noted in a press release. Company leader Paul Jarman was understandably enthusiastic about his latest client.
“As a leader in the human resources industry, this new customer sets a high standard for customer experience and excellent service,” CEO Jarman said. “With ten years of experience providing a multi-tenant cloud solution, inContact has a proven track record of supporting high-growth contact centers with security, reliability, and scalability.’
The move is just the latest in a string of successes for the call center leader. The company partnered with a Colorado-based wellness company, was named by a major technology publication as one of the world’s top 500 software providers, and posted strong and healthy results. .
This newest customer will reportedly implement an Automatic Call Distributor and Interactive Voice Response, the building blocks of inContact's award-winning cloud contact center core.
As previous customers know, the multichannel ACD supports email, chat, text, and social media messages in addition to traditional inbound and outbound communication. inContact will integrate its core platform with the existing Salesforce database to provide automatic screen pops of customer data for a smooth and efficient customer experience.
The new HR client also selected inContact’s enterprise cloud-based Quality Management (QM) solution to replace its existing on-premises QM tool.
