February 4, 2015
After several years of a sluggish economy and bleak employment reports, it appears that the U.S. labor force is now growing by leaps and bounds. With the national unemployment rate down to a surprising 5.6 percent as of December 2014 (from 6.6 percent the previous January), things are looking up.
So it should come as no surprise that a major global staffing leader has decided to go with a contact center leader to meet its growing demands.
inContact has announced the addition of a global staffing solutions provider to its growing list of clients. The staffing company—which was not identified in accordance with inContact’s company protocols—needed a flexible platform for a growing division and therefore chose inContact’s cloud solution for its new 350-agent contact center.
“As the economy improves, we are seeing companies expand their reach and offer new services to their customers,” said Paul Jarman, CEO of inContact, commenting on this latest ‘win’. “The cloud offers a flexible platform that provides these growing companies with a cost-effective, scalable, and flexible solution to meet their customers’ needs today and tomorrow.”
According to the HR firm, this new addition to the inContact family needed to provide superior service to its clients through inbound and outbound voice channels, as well as email, text, and chat capabilities, as their recruiting efforts ramped up. The omni-channel cloud contact center software from inContact will enable them to add new channels and agents as needed. Furthermore, the inContact core platform, built on multi-channel Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) systems, offers seamless, skills-based routing of inbound traffic across any channel to ensure that each issue is handled by the most qualified agent.
But it was the use of that cloud that really helped seal the deal. In addition to managing all of their inbound and outbound channel needs, the client will optimize its customer service operations using both cloud-based workforce optimization and performance management tools. It’s a win-win for both parties.
“inContact’s Quality Management suite will provide robust monitoring, evaluation, and reporting capabilities through multimedia capture of both audio recordings and desktop activity,” the company said in a statement. “inContact’s inView Customer Dashboard offers real-time performance insights by tracking key metrics with dynamic performance models, and promotes agent engagement and empowerment through gamification incentives.”
Not a bad way to kick off the New Year.
