Call Center Services

inContact, a provider of cloud contact center software and contact center agent optimization tools, recently announced that its cloud software platform had been selected by a leading e-commerce firm. According to a release from inContact, the solution will be able to manage real-time changes and improve the efficiency of more than 900 agents.

The contact center software helps clients increase market share and profitability. The solution doesn’t require expensive hardware or software. inContact’s clients can start with ACD and IVR, the building blocks of the platform, and add customer feedback, CRM/ CTI (News - Alert) integration, dialers, quality management, workforce optimization and management, reporting and analytics.

"Large enterprises are moving global contact center operations to the cloud now more than ever," said Paul Jarman, CEO at inContact, in a statement. "The business value of the cloud is proven, and to stay competitive, fast-moving companies look to the cloud to create unique and satisfying customer experiences. One of inContact's most powerful advantages is that we are the only cloud contact center company that is also a global network connectivity provider. This means our customers get the benefit of our deep connectivity expertise as well as cloud contact center best practices."

In related news, inContact recently announced that a new healthcare customer is moving contact center operations to the cloud from an older, premise-based system. The managed-care provider (which inContact declined to identify, as per company protocols) reports that it has more than 100 customer service agents and provides sophisticated solutions to both payers and providers in the healthcare ecosystem.

Needing a platform that was agile and flexible, the customer found that the inContact cloud contact center was a perfect fit. With the healthcare provider handling more than 5,000 service interactions a day and looking to expand while reducing operating costs, the previous, cost-prohibitive premise-based contact center system proved both inadequate and ineffective. Hence, the transition over to inContact’s better system.


Edited by Rory J. Thompson