September 1, 2015
Business process outsourcing (BPO) generally refers to the outsourcing of a specific business task to a third-party service provider. More recently, however, its scope has narrowed, and in the technology sector, it has become synonymous with contact centers. BPO is typically implemented as a cost-saving measure to meet a company’s needs, and its use as a contact center fits the bill.
If you consider the ubiquity of contact centers and factor in the convenience and security of the cloud, you have a compelling reason to combine the two. As such, inContact, a leading provider of cloud contact center software and contact center workforce optimization tools, has just announced that a rapidly growing BPO firm—with more than 250 call center agents serving multiple industries—has selected inContact’s comprehensive cloud platform to drive greater efficiency and accelerate growth.
As is customary under inContact's company protocols, the company preferred to remain anonymous.
“We’ve seen an increase in BPO interest in our complete cloud contact center solution over the past year,” said Paul Jarman, CEO of inContact, in announcing the deal. “Because the BPO market is highly competitive, they need a solution partner who can provide high flexibility [and] high reliability with an attractive pay-as-you-go cost structure for a fast-growing business.”
And it would seem that inContact fits the bill perfectly. The company’s cloud contact center solution includes advanced multichannel routing with an Automatic Call Distributor and an Interactive Voice Response system that supports inbound, outbound, and blended voice calls, as well as email, chat, SMS, social media, and CRM work items.
“This new client selected inContact’s powerful Workforce Optimization suite to manage and streamline its contact center operations,” inContact said in a statement. “With inContact Cloud WFO, this BPO can improve agent efficiency through detailed performance reporting, scheduling, and analysis of key business metrics.”
This is the second major ‘win’ for inContact in as many weeks. Earlier in August, the The company announced It had partnered with a major county government to replace its on-premises contact center system with the inContact cloud solution.
Clearly, inContact knows what it’s doing in the cloud and contact center space, and others are taking notice.