October 22, 2014
inContact, a provider of cloud contact center software and contact center agent optimization tools, has announced that its core cloud platform has been selected by a leading financial institution. By selecting both inbound and outbound solutions from inContact’s cloud core, the institution (which declined to be identified, as per inContact company protocols) hopes to improve the efficiency of its 280 agents, as well as expanding its operations.
The cloud contact center platform by inContact helps call centers increase market share and profitability, as it doesn’t require expensive hardware or software. Automatic Call Distribution and Interactive Voice Response are the building blocks of the platform, and the system also adds customer feedback, CRM/ CTI ( – ) integration, dialers, quality management, workforce optimization and management, reporting and analytics tools as well.
inContact’s cloud software offering, combined with its global telecommunications infrastructure, was the main factor in the company’s decision, it noted in a statement, as it strives to improve operational efficiency and ensure business continuity and disaster recovery. The cloud will further provide enhanced functionality, flexibility and scalability and service to its customers.
“Cloud technology offers growing organizations a stable base for contact center operations that is also easily scalable as their needs change,” said Paul Jarman, inContact’s CEO. “Customer service must be adaptive and cloud technology is an ideal solution for this rapidly evolving industry.”
inContact helps organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging. The company notes it is the only provider to offer core contact center infrastructure and workforce optimization, plus an enterprise-class telecommunications network for the most complete customer journey management.
In related news, a global player in safety products and services announced that it, too, has selected inContact’s award-winning for its own purposes.
Earlier, the company (which also declined to be named) reported that it constantly faced service downtime and system limitations due to its older premise system. Owing to these issues and more, its ability to provide a high level of customer service and to take a more intelligent approach to customer-facing operations was obstructed, which in turn was negatively affecting its growth, so it decided to go with the inContact solution.