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ConAgra Switches to inContact's Hosted Call Center Software

ConAgra Switches to inContact's Hosted Call Center Software

March 18, 2010
By David Sims, TMCnet Contributing Editor

ConAgra wanted to lower operational costs and enhance the customer experience. Hey who wouldn’t?
They found they couldn’t achieve their targets with their national outsourcing provider. After considering their options, company officials say, they decided to “develop an employee-based virtual workforce supported by an on-demand” product.

They chose inContact’s hosted call center software, as the company “had all the components necessary to integrate with their existing CRM and meet their other objectives.” ConAgra officials say they were able to save $1 million dollars, create a home-based workforce of 100 agents and achieve a customer satisfaction score of 96.7 percent.
“My vision has always been to ‘wow’ and delight our customers,” said Krystal Sautter, former director of consumer affairs at ConAgra Foods. “While we attempted to work with our current outsourcer to get us from being less transactional and more relational, we never really experienced any break-through progress. We had also been experiencing some on-going service issues, then we found inContact.”
The foods giant even evaluated whether to build their own on-premise contact center infrastructure or go with a hosted software-as-a-service platform.
“Our current turnover rate is 20 percent annualized. This compared to seeing an annualized turnover rate of over 100 percent at times with our outsourced provider,” stated Sautter.
Last month TMC’s (News - Alert) Anil Sharma reported that inContact had selected Sonus to expand its IP voice network and secure SIP trunking to IP-PBXs.
“Officials with Sonus Networks (News - Alert) said the company’s solution will offer scalable border security for IP connectivity as well as use the platform's centralized routing and diverse media support to better manage the growing amount of traffic that crosses the inContact network,” Sharma wrote.
With inContact’s hosted call center software, agents have enhanced capabilities because they can manage multiple contacts all at once “without missing a call,” company officials say. ConAgra Foods uses both the screen pop and whisper feature to alert their agents of a call and give them the ability to help the customer more effectively.
ConAgra Foods does 100 percent call recording and can listen to calls directly from the CRM application as needed. “I’ve also been very impressed with the ease of use and integration of call recordings. The scalability of inContact is another great feature. All it takes is a phone call to add the needed ports and increase our call volume,” remarked Sautter.

To download a free customer case study and learn more about how inContact's hosted call center software helped ConAgra improve its operations, click here.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Patrick Barnard

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