inContact Sets Course for Digital Expansion with BMC

PRESS RELEASE: BMC, the global leader in IT solutions for the digital enterprise announced that inContact, the leading provider of cloud contact center software and workforce optimization tools, is leveraging BMC’s TrueSight solution to increase the speed and efficiencies needed to support its rapid business growth.

Delivering industry-leading Software as a Service (SaaS) solutions requires that IT operations never falter. With a constantly-growing customer base, inContact must be ready to add new IT resources to support the growing business while maintaining a high level of service. With the need for greater visibility into its expanding cloud infrastructure and utilization, the company was looking for ways to be more efficient and avoid overspending on hardware, software, and administration.

“inContact is now used by more than 175,000 customer service agents in over 100 countries, and our rapid growth requires a more predictable and efficient way of ramping up our cloud infrastructure and ensuring quality of service,” said Ken Wood, senior manager, enterprise management Tools at inContact. “As a provider of cloud-based customer service software, we can’t afford to have any service disruptions or we risk damage to our business our brand and our customers. BMC’s TrueSight solution gives us the immediate insight we need into the utilization and performance of our cloud infrastructure so we can consistently deliver the highest level of service to our customers.”

With BMC’s TrueSight Capacity Optimization solution, inContact was able to correlate its forecasted sales with system data, enabling the company to accurately plan for additional infrastructure resources needed for onboarding new customers each quarter. By eliminating the practice of routinely and indiscriminately adding new resources, inContact was able to defer new server purchases for 15 months while increasing server density by 40 percent. TrueSight Capacity Optimization gave inContact the right mix of predictability and agility, and the company was able to realize a full return on its investment in just 9 months.

“The tremendous growth of the SaaS market and resulting shift to cloud-based solutions magnifies the importance of service performance and accountability,” said Bill Berutti, president, performance and analytics, cloud management and data center automation at BMC. “BMC’s TrueSight digital service assurance solutions provide modern IT organizations with the speed and agility they need to meet the demands of today’s digital services and deliver the optimal, seamless experience customers expect.”

inContact also uses BMC’s TrueSight Operations Management solution to monitor the performance and availability of its cloud applications and infrastructure. The challenge of rapidly releasing new, stable features required a performance monitoring solution that would give inContact a single, consolidated view of infrastructure and application performance. TrueSight capabilities such as trending analysis, dynamic baselining of system and application performance, and user experience monitoring enabled inContact to consistently meet service levels.

“TrueSight Operations Management has been an invaluable addition to our performance and analytics capabilities. We recently participated in the beta program for TrueSight Operations Management 10.5 and are very excited about the new capabilities that are launching this month, especially the enhancements to dashboarding and monitoring administration,” Wood continued.