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May 01, 2009

inContact Inks Agreement with Global Outsourced Contact Center

By Jyothi Shanbhag, TMCnet Contributor

inContact, Inc, a provider of on-demand customer contact center platforms, has entered into an agreement with a global outsourced contact center with over 25,000 agents in over 25 countries, according to the company.

 “We are extremely pleased to begin working with this large new customer,” said Paul Jarman, inContact CEO.
Jarman says customers will initially use their Coaching and eLearning agent improvement solutions designed to maximize agent productivity by identifying periods of low call volumes and pushing self-guided or person-to-person coaching and eLearning modules to them.
The company also plans to maximize slow call periods and help make agents better at what they do. Because outsourced call center agents typically work on multiple brands and accounts, the need for ongoing coaching and learning is particularly important in that environment.
Jarman said the outsource organizations offer inContact enormous vertical growth potential over time in terms of both agent and product usage expansions.
Serving more than 600 contact centers across the globe, inContacs helps improve agent productivity through improved call routing and also helps companies forecast demand, manage workforce scheduling, and report real-time adherence. It allows visibility into call flow trends through real-time reporting, which can help organization to more efficiently staff agents to respond during peak call periods.
inContact is offered in a Software-as-a-Service model with virtually no capital expense involved in implementing the solution. Its ability to utilize the distribution company's existing phone system hardware enables a number of functional benefits to the customer relationship management process.
inContact has integrated its call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR) and outbound systems with over a hundred CRM solutions, including (News - Alert), Microsoft Dynamics CRM, and Right Now Technologies.
Jarman continued, “In addition to this new relationship, we are currently targeting and advancing other opportunities with U.S. and foreign-based outsourcers, which include a just-completed pilot program for one organization that currently employs over 50,000 agents. As a result of this successful pilot, inContact has recently entered into two small contact center deployments for this customer. Earlier this month, we announced that inContact had been chosen by Call Center International to support its outsourced Lebanon operations.”
The company also recently received Technology Marketing Corporation's Customer Interaction Solutions magazine CRM (Customer Relationship Management) Excellence Award.

Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.

Edited by Tim Gray

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