November 19, 2015
It doesn't really matter how good you say your company is; the real proof comes when someone else says it. Validation from outside sources is what makes others in the industry sit up and take notice.
So it was with understandable pride that inContact, the leading provider of cloud contact center software and contact center agent optimization tools, recently announced that it had received the prestigious 2015 North American Frost & Sullivan (News – Alert) Award for Customer Value Leadership.
This recognition means a great deal in a competitive industry. Frost & Sullivan is known as the “Growth Partnership Company,” enabling its clients to accelerate growth and achieve best-in-class positions in growth, innovation, and leadership. “The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the development, evaluation, and implementation of powerful growth strategies,” the company states on its website.
To better support its evaluation of best practices across multiple business performance categories, Frost & Sullivan used a customized Decision Support Scorecard, which enabled research and consulting teams to objectively analyze performance based on key benchmarking criteria and assign ratings accordingly. “The tool uses a 10-point scale that allows for nuances in performance evaluation,” the company said. “InContact outperformed its two closest competitors with scores of 9 in both the Customer Impact and Business Impact categories.”
For its part, inContact felt vindicated by the findings.
“We are honored to receive this recognition, which further validates our leadership position in the industry,” said Paul Jarman, CEO of inContact. “We recognize that, while having premier technology is crucial, helping companies achieve their goals is essential. This award from Frost & Sullivan validates our powerful combination of highly advanced cloud technology, expert services, and a robust partner ecosystem as the premier solution in the contact center market.”
One company noted that its decision to use inContact has made a significant difference. Hoveround Corporation, a provider of power wheelchairs, electric scooters, and other mobility solutions, chose inContact for its inbound contact center solution back in 2009. After six years in the cloud, Hoveround added inContact’s Personal Connection outbound solution in 2014 and has seen results by eliminating the telltale awkward pause typical of legacy dialers. The connection rate with customers increased from 19 percent to 46 percent and continues to rise, Hoveround says.
“InContact’s strategy of focusing solely on the cloud has enabled it to address many challenges within the contact center market,” said Nancy Jamison, Principal Analyst at Frost & Sullivan. “First, the all-in-one, multi-tenant approach eliminates the integration hassles associated with on-premises deployments; second, the company has tackled cloud reliability issues head-on.”