{"id":1774,"date":"2015-08-20T17:03:00","date_gmt":"2015-08-20T17:03:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-20T17:03:00","modified_gmt":"2015-08-20T17:03:00","slug":"cloud-customer-service-solution-triumphs","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/cloud-customer-service-solution-triumphs\/","title":{"rendered":"Cloud Customer Service Solution Succeeds"},"content":{"rendered":"

August 20, 2015<\/p>\n

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Taxpayers traditionally dislike seeing their local government spend money, but one recent example is sure to pay off and keep residents happy.<\/p>\n

InContact, a leading provider of cloud-based contact center software and contact center agent optimization tools, has announced that a major county government is replacing its on-premises contact center system with the InContact cloud solution.<\/p>\n

This particular county government\u2014which, according to current inContact protocols, was not named\u2014will reportedly implement inContact\u2019s cloud platform with 300 agents initially, with the expectation of expanding operations and customizing its contact center system to provide \u201coptimal customer service to its growing resident population,\u201d according to a statement.<\/p>\n

\u201cWe are seeing an increase in government agencies moving to the cloud and transitioning from expensive capital investments to the flexible, pay-as-you-go billing model available with cloud solutions,\u201d noted Paul Jarman, CEO of inContact, when commenting on the project. \u201cThe public sector places a high value on excellent customer service, and it is more important than ever for government contact centers to take advantage of scalable solutions that can quickly adapt to their evolving needs.\u201d<\/p>\n

The county\u2019s transition from its current, aging on-premises system will center on inContact\u2019s customizable cloud system. The Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) components of the systems are the core building blocks of the inContact cloud platform, with skills-based multichannel routing to ensure that citizens\u2019 needs are addressed by the most suitable agent in the most efficient manner. \u201cThe flexibility provided by inContact\u2019s cloud platform will enable its new customer to add agents, including the ability to reduce operating costs by employing work-from-home agents as well,\u201d the company said.<\/p>\n

The customer also selected a customized suite of Workforce Optimization (WFO) solutions designed to boost agent productivity and overall operational efficiency. The move was reportedly made as the county government is planning ahead using inContact\u2019s scalable cloud platform to meet the demands of its rapidly growing population.<\/p>","protected":false},"excerpt":{"rendered":"

August 20, 2015 Taxpayers traditionally hate seeing their local government spend money, but one recent instance is sure to pay dividends and keep residents happy. InContact, a leading provider of cloud contact center software and contact center agent optimization tools, has announced that a major county government is replacing its premise-based contact center system with […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1774","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1774","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1774"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1774\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1774"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1774"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1774"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}