Large eCommerce Company Chooses inContact’s Complete Cloud Contact Center Solution to Support Over 600 Agents

PRESS RELEASE: inContact announced a major online retailer is moving its contact center operations to inContact’s cloud platform. inContact’s proven speed to implement and scalability of inContact were the key factors for the company’s decision to move 650 agents to the inContact cloud. The company has tripled in size over the past year and expects to have more than 2,000 domestic agents and up to an additional 3,000 agents with the planned opening of a Philippines contact center in 2016.

“The flexible nature of inContact’s cloud solutions, combined with the cost-effective pay-as-you-go billing model, are ideal for the varying needs of this growing enterprise-grade company,” noted Paul Jarman, CEO at inContact. “Handling seasonal traffic fluctuations is crucial to retailers in the short term while our platform flexibility is able to meet the long-term business and capital expenditure goals of rapidly expanding operations.”

inContact’s new customer will implement the multi-channel Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) solutions; the key building blocks of the inContact Software as a Solution platform. The ACD offers a universal queue for all multichannel interactions allowing the company to support customers in their preferred communication channel including voice, chat, email and social media. inContact’s IVR system, which is seamlessly integrated with the ACD, offers customers self-service options while ensuring their needs are addressed by the most skilled and appropriate agents for their individual needs.