PRESS RELEASE: inContact announced a major provider of alternative residential energy is moving its contact center operations to inContact’s unified cloud platform. The company will implement inContact’s cloud solution to more than 200 agents in four contact centers and utilize the functional and flexible cloud-based solution to support its plans for aggressive growth.
“inContact’s seamless cloud platform is designed to simplify contact center operations so companies can focus on growing and scaling their offering,” said Paul Jarman, CEO at inContact. “By delivering our solutions in the cloud, inContact ensures ease of use through comprehensive platform integration.”
The inContact Cloud Contact Center Platform is built on a multi-channel Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) system. inContact’s ACD provides a universal, multichannel queue allowing the company to support customers through voice, chat, email and social media. The integrated IVR system offers self-service and automatic call back options during unusually high call volume instances which greatly reduces contact center hold times and improves the overall customer experience.
inContact’s new customer also selected the inContact Agent for Salesforce to integrate with their existing Salesforce CRM. Incorporating the inContact platform with the company’s CRM will increase the contact center efficiency with a single interface providing customer information screen pops, enabling agents to provide a higher level of customer service. Additionally, the company chose to utilize inContact’s suite of Workforce Optimization (WFO) solutions including the Workforce Management (WFM) to scale its business accurately and efficiently. WFM works to reduce costs through creating accurate staffing forecasts to ensure the correct personnel are staffed to take the right types of interactions, while offering real-time visibility into staffing and call volume levels.