SALT LAKE CITY, April 26, 2016 /PRNewswire/ -- inContact,
Inc. (NASDAQ: SAAS), the leading provider of cloud contact center
software and agent optimization tools, today announced a growing
manufacturer and retailer of popular recreational products is
transitioning 175 agents from their unreliable and inflexible
on-premises contact center system to inContact Customer Interaction
Cloud. The easy-to-use and flexible cloud solution enables the
company to scale their operations and forecast staffing needs,
offering personalized experiences for their customers.
"Our new customer is growing quickly by offering top-of-the-line
outdoor products to meet consumers' recreational needs," said
Paul Jarman, CEO at inContact. "Our
easy-to-configure cloud solution has built-in scalability, enabling
them to rapidly add new customer service channels and increase
agent capacity, while offering world-class experiences for both
consumers and agents."
As part of its customer experience transformation, inContact's
new customer sought a complete solution, including optimized voice
quality with inContact Voice as a Service network connectivity. The
company also needed to incorporate agent performance evaluation
into a scalable cloud platform. inContact Workforce Management and
Quality Management is coordinated with the multi-channel cloud
platform to capture 100% of agent voice conversations and
concurrent screen captures, in addition to email, web chat, and
social media interactions with customers. The information gathered
with inContact Workforce Management and Quality Management is
essential to evaluating customer satisfaction and improving
employee performance.
The company, brought to inContact by a unified communications
channel partner, will also implement inContact Agent for
Salesforce to integrate with their existing Salesforce CRM.
Incorporating inContact's contact center capabilities with the
company's CRM increases contact center efficiency with a single
interface, providing customer information screen pops, enabling
agents to provide a higher level of customer service.
Additional Information
- Learn more about available cloud contact center 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 achieve their customer experience goals.
inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. Recognized as a market leader by Gartner, IDC, Frost
& Sullivan, Ovum 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.