Many Solutions Cited in Contact Center Recognition

August 19, 2015

Affirming what many in the industry already knew, inContact — a leading provider of cloud contact center software and contact center agent optimization tools – has been recognized for its overall contribution to the multichannel cloud contact center industry.

Leading research firm Ovum (消息 – 警报) recognized the company in its “Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2015-16” report. Ovum gave inContact top scores in the categories of Market Impact, Execution and Technology Assessment. In addition, inContact also got high marks in customer satisfaction, reportedly for its “ease of implementation and deployment, flexibility to make changes, and its advanced capabilities,” according to a release.

“The results of the Ovum Decision Matrix confirm that multichannel cloud solutions enable enterprises to deliver the highest levels of customer service within a scalable, reliable, cost-effective infrastructure,’ noted inContact CEO Paul Jarman, commenting on the distinction. “We are honored by Ovum’s recognition as a leader in this progressive market and owe a great deal of thanks to our customers who contributed their results and substantiated the services we work hard to deliver.”

The Ovum report’s “Strengths Analysis” pointed to inContact’s workforce optimization (WFO) solutions and the company’s ability to provide enterprises with WFO options of varying sizes from a cloud platform. “Having these essential contact center tools in-house rather than relying on best-of-breed partners is beneficial to inContact’s customers that want a fully integrated set of monitoring and performing capabilities,” it was noted in the report.

The solutions “meet the needs of customers looking for a reliable set of multi-tenant, multichannel cloud tools that can be deployed quickly,” said Aphrodite Brinsmead, Ovum’s Principal Analyst. “Highlights of the vendor’s portfolio include a user-friendly agent interface, multichannel routing, and Web collaboration,” she added.

The report further noted that “400,000 U.S. call center agent seats are now provisioned by cloud service providers, and Ovum expects this number to more than double by 2018 with similar expectations for the European and Asia-Pacific regions. These estimations further validate that enterprises of all sizes are moving to the cloud faster than ever before.”