PRESS RELEASE: inContact announced a major digital health company has adopted the inContact solution. This new customer will utilize inContact’s cloud-based contact center platform to provide seamless service to consumers through a mixed network of both contact center and at-home agents.
Facing an immediate need to support up to 700 agents, this growing care management company will implement and leverage inContact’s flexible Cloud Contact Center Platform to achieve its customer service goals. Operating from a cloud platform will allow inContact’s new customer to scale its services rapidly to meet its expected 5,000 agents within the next 18 months.
“inContact offers powerful resources to our customers so they can better understand and improve their customer experience,” said Paul Jarman, CEO at inContact. “Our cloud solutions enable companies to easily scale up services to accommodate rapid growth and provide the insight they need to manage their expanding workforce.”
This online wellness firm will implement the key building blocks of inContact’s inbound solutions, the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR), to support their multi-channel customer service center including email, chat, SMS messaging, and social media in addition to traditional voice channels. The integrated ACD and IVR system ensures all inbound traffic is assigned and routed to the ideal agent for each customer’s specific issue.
As part of its migration, this customer sought a complete solution that incorporated agent performance evaluation. inContact Workforce Management (WFM) and Quality Management (QM) works within the multi-channel cloud platform to capture 100% of agent voice conversations and concurrent screen captures in addition to email, web chat, and social media interactions with customers. The information gathered with inContact WFM and QM is essential to evaluating customer satisfaction and improving employee performance.