inContact has announced the successful deployment of its cloud-based call center platform at photo-to-canvas conversion service Canvas on Demand.
Canvas on Demand's in-house system has been replaced by inContact's platform.
Company officials said that this has saved thousands of dollars in capital expenses and ongoing maintenance over a conventional premise-based installation. Also, this transition has improved call handling, real-time agent monitoring and easy port expansion/contraction to accommodate seasonal call volume fluctuations.
Thanks to the broad functionality of the inContact platform, Canvas on Demand has been able to overcome shortcomings of its legacy system that hampered optimal operations.
"We wanted our agents to be able to pick up the phone without interactive voice response (IVR) unless there were callers in queue, and we needed a real-time view of call status for ourselves to be sure that we're handling customers quickly and efficiently," said Jon Keane (News - Alert), vice president of customer delight at Canvas on Demand. The inContact platform has equipped the company with these and other enterprise-class capabilities at far less cost than an on-premise system.
With inContact solution, the company can now send calls directly to a customer service representative rather than via an IVR system. In addition, Canvas on Demand now has a dashboard displaying real-time agent status and call state, a call recording option, and the ability to categorize calls by type such as promotion code for business analysis.
"Canvas on Demand's experience showcases the robustness of our contact center platform from both a connectivity and a feature set perspective," said Durinda Biesman, senior vice president for global service delivery at inContact.
Biesman also said that call centers can now move their infrastructure into the company's cloud where they can utilize a toolset and experience a quality of service that prior to inContact was only available from expensive premise-based systems.
inContact helps call centers around the globe create profitable customer experiences through its portfolio of cloud-based call center software solutions. Earlier this month, the company was named the market leader and recommended as a shortlist candidate in the recent report, "Decision Matrix: Selecting a Hosted Contact Center Service in the US" by independent market analyst, Ovum (News - Alert), a Datamonitor company. Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.
Edited by Erin Monda