PRESS RELEASE: inContact announces a new global customer is leaving behind old premise-based software for the inContact cloud contact center platform. Seeking a flexible cloud solution to integrate with its own cloud products, the company explored other cloud providers before opting for the stability and agile functionality of inContact’s advanced platform. This fast-growing customer has nearly 300 specialized agents including a large number of remote service representatives.
Frustrated by the static and inflexible nature of its existing premise system, and facing significant upgrade costs to grow, the new enterprise customer will implement inContact’s proven, multi-tenant cloud solution with Automatic Call Distributor (ACD) and Interactive Voice Response (IVR). The multi-channel ACD and integrated IVR will support all inbound customer service channels including email, chat, text and voice, while seamlessly integrating with the customer’s existing customer database and business productivity software.
“As successful businesses grow, their customer support needs expand and evolve. They outgrow their existing software and face difficult and expensive options to upgrade older technology,” noted Paul Jarman, CEO at inContact. “Our cloud software is easy to customize and has built-in scalability, for companies to add new customer service channels or to increase agent capacity, without the overhead and maintenance costs that accompany a premise-based system.”
inContact’s ACD features a skills-and-proficiency-based contact routing engine that automatically identifies which available agent is best-suited to handle particular customer service needs. Priority routing provides faster and more satisfying experience for both agents and the customers they serve.