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On-demand contact center software and agent optimization tools provider inContact has signed a strategic partnership agreement with Smoothstone IP Communications, a nationwide provider of cloud-based unified IP communications services.

 

Both partners said they aim to provide their customers with enterprise communication tools delivered as cloud-based, federated services. This strategic partnership will allow them to offer joint solutions to customers who demand advanced, enterprise-grade communications and contact center solutions without owning and operating on-premise equipment.

 

The partnership is already giving good results, and recently inContact and Smoothstone (News - Alert) IP Communications announced their first joint customer, a “211 information-referral” organization.

 

This social service non-profit organization is using the on-demand services offered by inContact and Smoothstone and finds them to be perfect for their needs. The client processes calls involving community, health and disaster response information for municipalities in California, inContact and Smoothstone IP Communications said.  

 

The organization was searching for a flexible, cost-effective and reliable solution that could deal with the unpredictable nature of their communications needs. The company evaluated other offerings and finally decided to deploy inContact and Smoothstone services.

 

Frank Maylett, inContact’s executive vice president of sales, marketing and global alliances, said this announcement is part of a larger strategy to integrate their products and services with key third-party groups to offer a more holistic “solution” to their customers.

 

inContact has already integrated with customer relationship management and workforce optimization companies, and is now offering the IP communications benefits of Smoothstone.

 

Smoothstone also sees significant value in partnering with inContact, according to James Whitemore, chief marketing officer at Smoothstone. Both partners realize that one service provider will not be able to meet all the needs of the dynamic, mid-sized enterprise.

 

inContact and Smoothstone said that they realize that these demands will be best served by multiple cloud service providers who jointly deliver integrated solutions. Whitemore emphasized that this strategic partnership heralds the arrival of federated, cloud-based, communication services.