June 25, 2015
Sometimes, you can Get enough of a good thing, and you'll want more.
That’s what a new client of inContact—a leading provider of cloud contact center software and contact center agent optimization tools—recently discovered after switching to inContact.
According to the company, the global BPO client—which, in accordance with inContact's company protocols, remained unidentified—went live in late 2014.
“After experiencing the flexibility and scalability of the cloud firsthand, the customer is now expanding its operations in the cloud by adding inContact’s cloud-based WFM [workforce management] software for one division that includes 450 agents,” the company said in a statement. The customer currently has a total of more than 2,000 agents on the inContact cloud platform.
In the past, the company used on-premises WFM tools. They said they chose inContact because of “the seamless integration with the core platform and the accelerated implementation speed of inContact WFM powered by Verint (News 
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Integrating WFM with their existing cloud contact center core from inContact will provide the data-driven tools needed to balance agent work schedules with the ebb and flow of customer service traffic. Workforce Management offers sophisticated analysis and automated scheduling to simplify the complexities of forecasting and create optimal staffing scenarios.
“Large enterprises are moving to the cloud in stages,” noted Paul Jarman, CEO of inContact. “We are pleased with this customer’s confidence and decision to expand further into the cloud. inContact’s comprehensive contact solution includes a fully integrated WFM solution, enabling contact centers to automate scheduling.”
InContact added that it continuously innovates in the cloud and is the only provider to offer core contact center infrastructure and workforce optimization, along with an enterprise-class telecommunications network, to provide comprehensive customer journey management.