September 24, 2015
Even though fall has just begun, savvy retailers are already gearing up for the upcoming holiday sales season, and one in particular has taken steps to ensure that its call center operations are up to the task.
InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major online retailer is moving its contact center operations to inContact’s cloud platform.
The company—which, according to inContact’s protocols, was not named—has tripled in size over the past year and expects to have more than 2,000 domestic agents and up to an additional 3,000 agents with the planned opening of a contact center in the Philippines in 2016. “InContact’s proven speed of implementation and scalability … were the key factors in the company’s decision to move 650 agents to the inContact cloud,” the company said in a statement.
Paul Jarman, CEO of inContact, echoed that sentiment. “The flexible nature of inContact’s cloud solutions, combined with the cost-effective, pay-as-you-go billing model, is ideal for the varying needs of this growing enterprise-grade company,” Jarman said. “Managing seasonal traffic fluctuations is crucial for retailers in the short term, while our platform’s flexibility enables us to meet the long-term business and capital expenditure goals of rapidly expanding operations.”
According to reports from both parties, inContact’s new customer will implement its multi-channel Automatic Call Distributor and fully integrated Interactive Voice Response (IVR) solutions, which are the key building blocks of the inContact Software as a Solution platform.
“The ACD provides a unified queue for all multichannel interactions, enabling the company to assist customers through their preferred communication channels, including voice, chat, email, and social media,” the company noted. “InContact’s IVR system, which is seamlessly integrated with the ACD, offers customers self-service options while ensuring their needs are addressed by the most skilled and appropriate agents for their individual needs.”
InContact was named Market Leader in the 2015 Ovum (News – Alert) Decision Matrix.