October 9, 2014
A global leader in safety products and services announced that it has selected inContact’s award-winning cloud contact center platform for its own use.
Previously, the company (which declined to be named, in accordance with inContact’s company protocols) reported that it constantly experienced service downtime and system limitations due to its older on-premises system. Because of these and other issues, the company’s ability to provide a high level of customer service and to take a more intelligent approach to customer-facing operations was hindered, which in turn was negatively impacting its growth.
But the company said it will now implement inContact’s cloud platform, which is built on an Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) foundation. This will ensure that customers are directed to the right skilled agent for each unique service need.
In a press release, inContact announced that it will implement its comprehensive solution, which includes a full suite of workforce optimization software designed to maximize every interaction.
Company officials confirmed that inContact’s new client will also implement the company’s Analytics Driven Quality solution, further enabling a more intelligent approach to the quality management process.
The results will later be analyzed and transferred to the ACD via inContact’s workforce-intelligent contact center system, which will not only update agent skill levels but also adjust customer traffic as needed.
Furthermore, the company also chose to gather feedback and insights through inContact’s “Every Customer Has an Opinion” offering, with the goal of maintaining and improving its high standard of service.
“Customer interaction is at the heart of our industry, and fostering a positive customer experience from the initial contact through resolution is vital,” noted Paul Jarman, CEO of inContact, in a press release announcing the deal. “Our cloud contact center portfolio unifies interactions across multiple channels on a proven and scalable platform, providing companies with what they need in specialized markets.”
