{"id":1870,"date":"2015-12-15T11:06:00","date_gmt":"2015-12-15T12:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-12-15T11:06:00","modified_gmt":"2015-12-15T12:06:00","slug":"cloud-contact-center-to-the-rescue","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/cloud-contact-center-to-the-rescue\/","title":{"rendered":"Cloud Contact Center to the Rescue"},"content":{"rendered":"

December 15, 2015<\/p>\n

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In the world of \u201cmaterials handling,\u201d time really is<\/em> money. If you can\u2019t deliver the requested products to an anxious customer in a timely manner, you\u2019ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a leading facility management and materials handling company has chosen to adopt inContact\u2019s unified cloud platform for all its contact center needs.<\/p>\n

The company\u2014which, according to inContact\u2019s company protocols, was not publicly identified\u2014will implement inContact\u2019s \u201cscalable, cloud-based contact center solution, robust reporting platform, superior quality monitoring, and multichannel offering at several locations across the United States,\u201d according to a press release.<\/p>\n

The facilities expert reportedly has 300 agents in five contact centers and dozens more working remotely or from home, and is poised to utilize inContact\u2019s flexible Cloud Contact Center Platform, which consists of the company\u2019s multi-channel Automatic Call Distributor (ACD) and a fully integrated Interactive Voice Response (IVR) system.<\/p>\n

\u201cInContact empowers our customers to achieve their customer experience goals by unifying all resources into a single dynamic platform,\u201d said InContact CEO Paul Jarman in making the announcement. \u201cOur suite of cloud-based products will enable this new client to increase reliability, enhance functionality, and deliver the best possible customer experience.\u201d<\/p>\n

InContact\u2019s best-in-class ACD will enable the new customer to scale its business easily by providing skills- and proficiency-based routing for both inbound and outbound interactions, with support for voice, email, text, chat, and social media channels. \u201cThe IVR system provides callers with self-service options and allows customers to request a callback when an agent becomes available, rather than waiting on hold during periods of high call volume,\u201d inContact said. Additionally, inContact\u2019s easy-to-use cloud platform includes simple adjustments to accommodate rapid and drastic changes in customer service traffic.<\/p>\n

It\u2019s worth noting that the company also chose to use inContact Quality Management, which provides customers with in-depth insights into agent performance, helping to drive continuous improvement in their customer service processes. The inContact cloud-based solution also includes multi-level redundancies and disaster recovery measures to ensure uninterrupted operations even during typical outages.<\/p>","protected":false},"excerpt":{"rendered":"

December 15, 2015 In the world of “materials handling”, time really is money. If you can’t get the requested products to an anxious customer in a timely fashion, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a major facility expert and materials […]<\/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-1870","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\/1870","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=1870"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1870\/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=1870"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1870"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1870"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}