November 5, 2015
While it seems that online shopping is helping to drive down business at brick-and-mortar locations, there is one industry that is doing just fine in this Web-driven age: transportation.
Think about it: No matter what you order from an online site, they have to get the product to you somehow to complete the sale, and since drones aren't yet widely available, the transportation industry is happily filling the gap.
That may be one reason why a leading global transportation company has just signed a contract with inContact, the leading provider of cloud contact center software and contact center agent optimization tools, to update its outdated on-premises system. According to a press release, the company—which, in accordance with inContact’s current policies, was not identified—will utilize inContact’s comprehensive solution, including network connectivity via a scalable cloud platform, to support its growing operations.
“With a worldwide distribution network second to none, this leading transportation company needed a functional, flexible solution to provide superior service to its customers,” noted inContact CEO Paul Jarman. “The versatile structure of inContact’s cloud platform, combined with our cost-effective billing model, is ideal for growing organizations to differentiate themselves and succeed in a global and competitive marketplace.”
According to both sides, inContact’s new customer will implement the multi-channel Automatic Call Distributor and fully integrated Interactive Voice Response solutions, which are 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 said. “InContact’s integrated IVR system offers customers self-service options while ensuring their needs are addressed by the most skilled and appropriate agents.”
For outbound communications, the company will use inContact’s Personal Connection dialer to increase productivity by seamlessly connecting agents with clients while eliminating the telltale awkward pause typical of legacy dialers.