Direct Interactions Selects inContact to Enable Distributed Workforce to Connect with Customers

PRESS RELEASE: inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announces Direct Interactions will move its unique workforce and contact center model to the inContact cloud. A leader in the outsourced contact center market, the Seattle-based company needed a scalable and reliable solution for their work-from-home staff. Direct Interactions found an ideal partner for its 150 domestic agents with the customizable and scalable cloud solution from inContact.

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“Our distributed workforce requires a flexible contact center platform to support the inherent challenges with remote personnel,” said Matt Storey, President at Direct Interactions. “We also sought a partner that shares our commitment to creating jobs for all Americans including people with disabilities and military families. inContact solutions enable us to employ virtually anyone, in any location, without the overhead of a running an enterprise solution in house.”

Direct Interactions chose first to implement inContact’s core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems, that can easily be scaled up to meet the growing company’s needs. inView performance dashboards, also a part of the initial launch, offers real-time visibility into crucial metrics which ensure operational efficiency while driving agent engagement and empowerment through gamification insights.

“We are always excited to welcome a new customer to the inContact cloud, but we are especially honored to have been chosen by Direct Interactions,” noted Paul Jarman, CEO at inContact. “Their commitment to employing persons with disabilities, and to enabling their employees to work where they live, is a testament to their character as a company and a model for future contact centers.”

After a successful installation and productive several months, Direct Interactions expanded their solution with the implementation of inContact’s Quality Management solution suite. With Quality Management, Direct Interactions boosts its monitoring capabilities with powerful agent evaluation and reporting tools including eLearning and Coaching management, integrated audio recording and screen capture.