February 2, 2015
One of the largest, most productive, yet untapped workforces in America today is the disabled community. People who face challenges in their lives have proven time and again to be loyal, hardworking employees who simply need a chance to prove themselves. So it makes sense that Direct Interactions, a company that provides customer interaction solutions using such staff who work from home, would choose to partner with inContact, a leader in cloud contact center software.
It was just announced that Direct Interactions would migrate its unique workforce and contact center model to the inContact cloud. As a leader in the outsourced contact center market that employs people with physical disabilities, the Seattle-based company needed a scalable and reliable solution for its work-from-home staff.
“Direct Interactions found an ideal partner for its 150 domestic agents in the customizable and scalable cloud solution from inContact,” the company said in a statement.
“Our distributed workforce requires a flexible contact center platform to address the inherent challenges of working with remote employees,” added Matt Storey, president of Direct Interactions. “We also sought a partner that shares our commitment to creating jobs for all Americans, including people with disabilities and military families. inContact solutions enable us to employ virtually anyone, in any location, without the overhead of running an enterprise solution in-house.”
Direct Interactions will initially implement inContact’s core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems, which can easily be scaled up to meet the growing company’s needs.
“We are always excited to welcome a new customer to the inContact cloud, but we are especially honored to have been chosen by Direct Interactions,” noted Paul Jarman, CEO of inContact. “Their commitment to employing people with disabilities and to enabling their employees to work where they live is a testament to their character as a company and a model for future contact centers.”
Direct Interactions provides customer interaction solutions that rely on staff working from home. The company was named 2014 Employer of the Year by Neurological Vocational Services at Harborview Medical Center and the University of Washington, and was named 2014 Partner of the Year by AtWork! in Bellevue, for its efforts to hire people with developmental disabilities in King County, Washington.
