October 19, 2015
We hear a lot of talk about how we owe a debt of gratitude to our returning veterans, but one Florida-based company has actually taken action, and is now going even further.
The company is StatesideBPO, whose U.S.-based call center agents are Americans with disabilities, U.S. veterans, and U.S. veterans with disabilities, all of whom work hard and are located across 40 states.
Back in 2014, StatesideBPO selected inContact to power its contact center operations using the company’s Cloud Contact Center Platform. After experiencing the reliability, flexibility, and scalability of the cloud firsthand, StatesideBPO has announced that it will expand its investment in inContact’s cloud technology by adding agents and solutions to its existing multi-country inContact agreement.
“InContact enables StatesideBPO to provide our clients with multichannel capabilities to meet their contact center and customer service needs,” said Garrett Mullins, Chief Sales and Client Service Officer at the company. “This allows StatesideBPO and our clients to reduce costs and increase productivity by sharing a common contact center platform.”
Stateside BPO’s unique mission of providing Americans with disabilities with such jobs enables customers to interact with dedicated, highly educated, full-time agents. “This means your customer experience is intelligent and compassionate, and results in a high call resolution rate,” Stateside BPO states on its website. “Our management, agents, and contact center services are focused, organized, and dedicated to delivering a return on investment while maximizing your customers” experience.”
StatesideBPO’s expansion of inContact solutions includes a suite of Workforce Management (WFM) tools designed to improve contact center operations and increase efficiency. These WFM tools will enable StatesideBPO and its clients to balance employee needs and staffing levels with customer satisfaction and call volume, ensuring that the most appropriately skilled agent is available for each customer interaction.
“The BPO market has recognized the benefits of the cloud and is leveraging those advantages by making them available directly to their clients,” said Paul Jarman, CEO of inContact, in commenting on the expanded contract. “We are pleased to have earned StatesideBPO’s trust to expand their inContact solutions and integrate additional functionality with their existing cloud contact center platform.”
StatesideBPO supports a wide range of industries, including energy, healthcare, pharmaceutical, retail, and high-tech companies.