InContact Adds to Customers’ Arsenal

June 25, 2015

Sometimes, you can get enough of a good thing; and you’ll want more.

That’s what a new client of inContact, a leading provider of cloud contact center software and contact center agent optimization tools, discovered recently after making the switch over to inContact.

According to the company, the global BPO customer – which, according to inContact company protocols remained unidentified — went live in late 2014.

“After experiencing the flexibility and scalability of the cloud firsthand, the customer is now expanding operations in the cloud by adding inContact’s cloud WFM [workforce management] software for one division that includes 450 agents,” the company said in a statement. The customer currently has more than 2000 agents total on the inContact cloud platform.

In the past the company used premise-based WFM tools. They said they chose inContact because of “the seamless integration with the core platform and accelerated speed to implement inContact WFM powered by Verint (News – Alert).” It’s a move that makes sense on a number of levels.

Integrating WFM with their existing cloud contact center core from inContact will provide the data-enabled tools needed to balance agent work schedules with the ebb and flow of customer service traffic. Workforce Management provides sophisticated analysis and automated scheduling to simplify the complexities of forecasting and to create optimal staffing scenarios.

“Large enterprises are moving in stages to the cloud,” noted Paul Jarman, CEO at inContact. “We are pleased with this customer’s confidence and decision to expand more in the cloud. InContact’s comprehensive contact solution includes a fully integrated WFM solution, so that contact centers can automate scheduling.” 

InContact added that it continuously innovates in the cloud, and is the only provider to offer core contact center infrastructure and workforce optimization plus an enterprise-class telecommunications network to provide complete customer journey management.