SALT LAKE CITY, April 6, 2016 /PRNewswire/ -- inContact
(NASDAQ: SAAS), the leading provider of cloud contact center
software and agent optimization tools, today announced a major
retail company is moving its contact center operations to the
inContact Customer Interaction Cloud. After multiple
reconfigurations to alleviate network instability of their
on-premises system were unsuccessful, followed by costly upgrades,
the company chose to move nearly 200 agents to the inContact cloud.
The inContact solution was chosen in part for its complete
integration with the customer's CRM application and the ease with
which the company could unify their agents located in multiple
contact centers, onto one unified platform.
The complete solution from inContact will include
industry-leading Voice as a Service network connectivity, offering
optimized voice quality for contact centers build on inContact's
carrier-grade, global network. This comprehensive and customized
contact center solution includes powerful management tools to
improve efficiency and effectiveness from inContact's Workforce
Optimization software suite.
"As the emphasis on exceptional customer service grows, the need
to win each customer interaction is imperative," noted Paul Jarman, CEO at inContact. "Achieving
business goals are a function of delivering outstanding customer
experiences and the inContact's cloud is uniquely able to meet
these business needs."
inContact's new customer will utilize Workforce Optimization and
inContact Workforce Management to reduce costs by creating accurate
staffing forecasts to ensure proper staffing levels while offering
real-time visibility into staffing and call volume levels. The
inContact solution was chosen, in part, for its ability to
seamlessly integrate these solutions with the customer's CRM
application into the cloud platform. Additionally, the ability to
deliver a complete, end-to-end solution with the flexibility to add
seats and services as needed, gave inContact the clear advantage in
this win over its static on-premises competitors.
Additional Information
- Learn more about available cloud solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software
leader, with the most complete, easiest and most reliable solution
to help organizations around the globe to achieve their customer
experience goals. inContact continuously innovates in the cloud and
is the only provider to offer a complete solution that includes the
technology – customer interaction platform as a service – as well
as an expert service model and the broadest partner ecosystem.
Recognized as a market leader by Gartner, Frost, Ovum, IDC and DMG,
inContact supports over 6 billion interactions per year for
enterprise, midmarket, government organizations and business
process outsourcers (BPOs) who operate in multiple divisions,
locations and global regions. To learn more, visit
www.incontact.com.
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SOURCE inContact, Inc.