August 19, 2015
Confirming what many in the industry already knew, inContact—a leading provider of cloud contact center software and contact center agent optimization tools—has been recognized for its overall contribution to the multichannel cloud contact center industry.
Leading research firm Ovum (News – Alert) recognized the company in its “Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16” report. Ovum gave inContact top scores in the categories of Market Impact, Execution, and Technology Assessment. In addition, inContact also received high marks for customer satisfaction, reportedly due to its “ease of implementation and deployment, flexibility to make changes, and advanced capabilities,” according to a press release.
“The results of the Ovum Decision Matrix confirm that multichannel cloud solutions enable enterprises to deliver the highest levels of customer service within a scalable, reliable, and cost-effective infrastructure,’ noted inContact CEO Paul Jarman, commenting on the distinction. “We are honored by Ovum’s recognition as a leader in this progressive market and owe a great deal of thanks to our customers, who contributed their feedback and validated the services we work hard to deliver.”
The “Strengths Analysis” section of the Ovum report highlighted inContact’s workforce optimization (WFO) solutions and the company’s ability to provide enterprises with WFO options of varying sizes via a cloud platform. “Having these essential contact center tools in-house rather than relying on best-of-breed partners is beneficial to inContact’s customers who want a fully integrated set of monitoring and performance capabilities,” the report noted.
“The solutions meet the needs of customers looking for a reliable set of multi-tenant, multichannel cloud tools that can be deployed quickly,” said Aphrodite Brinsmead, Ovum’s Principal Analyst. “Highlights of the vendor’s portfolio include a user-friendly agent interface, multichannel routing, and web collaboration,” she added.
The report further noted that “400,000 U.S. call center agent seats are now provided by cloud service providers, and Ovum expects this number to more than double by 2018, with similar projections for the European and Asia-Pacific regions. These estimates further confirm that enterprises of all sizes are moving to the cloud faster than ever before.”