inContact Cloud Solutions Chosen by Leader in Vacation Travel for Multi-Channel, Multi-Location Customer Service Operation

PRESS RELEASE: inContact, the leading provider of cloud contact center software and contact center agent optimization tools announces an industry-leading travel company will move 650 agents in ten centers across the U.S. and internationally to the inContact cloud. This new customer was looking for a single cloud system to connect multiple business units with a flexible but unified system to accommodate growing operations.

The inContact platform will connect all operations for greater efficiency, and will handle all customer service channels including inbound and outbound voice traffic, chat functionality and email.

Advanced features, quality and reliability of service were primary considerations for the travel leader when it selected inContact’s solution which will include the core multi-channel Automatic Call Distributor and Interactive Voice Response system, integrated with the customer’s existing CRM, and a customized suite of inContact Workforce Optimization tools designed to boost both the efficiency and the effectiveness of the customer experience that it provides.

“Migrating older, disparate systems across multiple locations to the inContact all-in-one cloud solution is a big leap forward for enterprise contact center operations,” noted Paul Jarman, CEO at inContact. “Now this customer’s business units will be connected in a completely unified system and they will have the ability to collaborate and share best practices and resources across all operations.”

The large-scale implementation will deliver on an extensive wish list of functions that were unavailable through past providers. inContact’s Workforce Management tools will replace time-consuming and costly manual processes with a robust suite of automated forecasting, analytics, and scheduling. In addition, inContact’s all-in-one solution includes comprehensive Quality Management and the Every Customer Has Opinions (ECHO) survey tool that channels feedback directly to front-line teams for immediate improvements to the customer experience.