April 13, 2015
Ever since the economic downturn that hit the world more than six years ago, a number of industries have taken a hard hit, but none more so than the retail sector. People didn’t have jobs or the disposable income that comes with steady work, so impulse shopping was out of the question.
But the economic outlook has improved considerably since then, and retailers are seeing a nice uptick in business.
That may be one reason why a leading Business Process Outsourcing (BPO) company with a number of retail clients has decided that now is the right time to move its business to the cloud.
inContact, a leading provider of cloud-based contact center software and contact center agent optimization tools, has just announced that it has been selected by a rapidly expanding BPO firm to support more than 175 agents serving multiple retail clients.
In a press release, the company explained why the transition is taking place: “This growing BPO [which has not been identified, in accordance with inContact’s company protocols] is transitioning from an on-premises solution to the cloud and needs an enterprise-grade cloud solution in order to customize its services and scale up or down seasonally based on the needs of different clients.”
There were many factors that worked in inContact's favor in winning the contract.
“inContact’s industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system, which supports inbound, outbound, and blended voice calls, as well as email, chat, SMS, social media, and CRM work items,” the company said. “The inContact Agent for Salesforce enables intelligent contact routing so that agents can manage calls and access historical customer data without ever leaving the CRM screen.” Such capabilities help strengthen the relationship between the company and its customers, which is why more companies are signing on.
“Working with BPOs is a prime opportunity for inContact because of their high-growth model,” said Paul Jarman, CEO of inContact. “They need a contact center solution that can adapt as they win new clients and quickly add new campaigns. The inContact cloud platform is a proven, scalable, and agile solution that easily adapts to the flow of a BPO’s business.”
