October 8, 2015
For those in the technology industry, the cloud is a “no-brainer” because of cost savings, improved security, and easier upgrades. Yet there are some in the business world who haven’t caught on yet, although that is changing.
One of the newest converts is a major retailer that has “seen the light” and is moving its call center operations to inContact’s unified cloud platform.
The company—which, in accordance with standard inContact company protocols, was not identified—was reportedly impressed by inContact’s “functional and flexible cloud-based solution, [which] will provide the support needed as the company expands its operations and grows its workforce,” according to an inContact statement.
Insiders note that as the retail company continues to grow—with more than 1,000 stores nationwide—the inContact implementation is said to include more than 200 agents across two contact centers, with plans to leverage the scalability of the cloud platform to further expand their customer service operations.
The move makes sense on several levels. “InContact’s comprehensive cloud solution offers the agility to reduce the complexity of contact center operations for growing companies,” InContact CEO Paul Jarman said in a statement about the deal. “Having the product scalability to manage agents’ schedules and enhance self-service options will have a significant impact on how retailers manage seasonal traffic fluctuations across multiple contact centers.”
According to both companies, the retailer will implement the key components of inContact’s inbound and outbound solutions, including support for email, chat, SMS messaging, and social media, in addition to traditional voice channels.
“The powerful combination of Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) ensures that all inbound calls are assigned and routed to the ideal agent for each customer’s specific issue,” inContact said. “For outbound communications, inContact’s new customer selected the award-winning Personal Connection (PC) dialer, which increases productivity by seamlessly connecting agents with clients and eliminating the telltale awkward pause typical of legacy dialers.”
Implementation of the new system is scheduled to begin shortly.