New customer adopts cloud-based contact center system to improve operational efficiencies through real-time reporting, a unified solution, and multi-level network redundancy
SALT LAKE CITY, Dec. 10, 2015 /PRNewswire/ -- inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced a major facility expert and materials handler has chosen to adopt inContact's unified cloud platform. This provider will implement inContact's scalable cloud-based contact center solution, robust reporting platform, superior quality monitoring, and multichannel offering throughout several locations across the United States.
With more than 300 agents in five contact centers and dozens in remote and at-home locations, this customer will utilize inContact's flexible Cloud Contact Center Platform comprised of their multi-channel Automatic Call Distributor (ACD) and a fully integrated Interactive Voice Response (IVR) system. inContact's ACD allows their new customer to scale its business easily by providing skills and proficiency-based routing for both inbound and outbound interactions, with support for voice, email, text, chat and social media channels. The IVR system provides callers with self-service options and allows customers to select a call-back when an agent becomes available rather than waiting on hold during times of high call volume. Additionally, inContact's easy-to-use cloud platform includes simple modifications for adjusting to rapid and drastic changes in customer service traffic.
"inContact gives our customers the power to achieve their customer experience goals through unifying all resources into one dynamic platform," said Paul Jarman, CEO at inContact. "Our suite of cloud-based products will allow this new client to increase reliability, enhance functionality and provide the best customer experience possible."
The company also chose to utilize inContact Quality Management, which provides customers deep insights into agent performance facilitating continuous improvement to their customer service processes. Finally, the inContact cloud-based solution features multi-level redundancies and Disaster Recovery measures to ensure uninterrupted operations even when experiencing typical outage-causing conditions. inContact supports their customers with a network featuring a published 99.99% uptime guarantee backed by 24/7/365 network operations monitoring.
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About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. Named as Market Leader in the 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.incontact.com.
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