October 22, 2014
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution. By selecting both inbound and outbound solutions from inContact’s cloud core, the institution (which declined to be identified, in accordance with inContact’s company protocols) hopes to improve the efficiency of its 280 agents and expand its operations.
The cloud contact center platform from inContact helps call centers increase market share and profitability, as it does not require expensive hardware or software. Automatic Call Distribution and Interactive Voice Response are the building blocks of the platform, and the system also includes customer feedback, CRM/CTI ( – ) integration, dialers, quality management, workforce optimization and management, and reporting and analytics tools.
inContact’s cloud software offering, combined with its global telecommunications infrastructure, was the main factor in the company’s decision, as it noted in a statement, as it strives to improve operational efficiency and ensure business continuity and disaster recovery. The cloud will also provide enhanced functionality, flexibility, scalability, and service to its customers.
“Cloud technology offers growing organizations a stable foundation for contact center operations that is also easily scalable as their needs change,” said Paul Jarman, CEO of inContact. “Customer service must be adaptable, and cloud technology is an ideal solution for this rapidly evolving industry.”
inContact helps organizations around the world create customer and contact center employee experiences that are more personalized, more empowering, and more engaging. The company notes that it is the only provider to offer core contact center infrastructure and workforce optimization, along with an enterprise-class telecommunications network, for the most comprehensive customer journey management.
In related news, a global leader in safety products and services announced that it, too, has selected inContact’s award-winning solution for its own use.
Previously, the company (which also declined to be named) reported that it constantly faced service downtime and system limitations due to its older on-premises system. Because of these and other issues, its ability to provide a high level of customer service and to take a more intelligent approach to customer-facing operations was hindered, which in turn was negatively affecting its growth; therefore, it decided to implement the inContact solution.
