Large Consumer Retail Company Moves to inContact’s Scalable Cloud Solution to Power its Growing Customer Service Department

PRESS RELEASE: inContact announced a major retail company is moving its contact center operations to inContact’s unified cloud platform. inContact’s functional and flexible cloud based solution will provide the support needed as the company expands operations and grows its workforce. With the company’s growth resulting in more than 1,000 stores nationwide, the inContact implementation will include more than 200 agents in two contact centers with plans to leverage the scalability of the cloud platform to further expand their customer service operations.

“inContact’s complete cloud solution has the agility to reduce the complexity of contact center operations for growing companies,” said Paul Jarman, CEO at inContact. “Having the product scalability to manage agents’ schedules and enhance self-service options will greatly impact the way retailers manage seasonal traffic fluctuations across multiple contact centers.”

The retail company will implement the key building blocks of inContact’s inbound and outbound solutions including support for email, chat, SMS messaging, and social media in addition to traditional voice channels. The powerful combination of Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) ensures all inbound calls are assigned and routed to the ideal agent for each customer’s specific issue. For outbound communications, inContact’s new customer selected the award-winning Personal Connection™ (PC) dialer which increases productivity by seamlessly connecting agents with clients by eliminating the telltale awkward pause of typical legacy dialers. Personal Connection™ connects agents at the first greeting and paves the way for better outcomes through higher conversion rates.

inContact’s new customer also chose to increase their operational efficiency by selecting the Workforce Management (WFM) solution suite. WFM will reduce costs by creating accurate staffing forecasts to better manage overages during busy seasons while offering real-time visibility into staffing and call volume levels. Additionally, CRM integration with inContact Agent for Salesforce provides automatic screen pops with customer information to improve workflow processes, enabling the company to customize routing strategies and increase self-service containment in the IVR.