inContact Customer Interaction Cloud to Support Rapid Customer Service Growth of Global Sales and Marketing Services Company

PRESS RELEASE: inContact announced a leading sales and marketing services company is implementing inContact’s cloud contact center software as the cornerstone of its expanding customer service operations. The rapidly growing company is unable to accommodate their increasing customer service needs with the existing, overextended legacy system. Their enterprise has quickly grown to more than 250 agents with continuing expansion planned in the near future.

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The company chose inContact for the flexibility, reliability and scalability of the cloud which easily facilitates operational growth without experiencing outages and downtime.

inContact’s new customer selected the Customer Interaction Cloud to replace their outdated and unreliable on-premises system which lacked advanced call center functionality and severely limited the company’s ability to provide multi-channel customer support. inContact’s complete cloud solution provides an easy-to-use, flexible interface that quickly scales up or down during peak seasons. The omnichannel Automatic Contact Distributor and integrated Interactive Voice Response solution empowers customers to connect with agents on their preferred channel including voice, chat, SMS, email and social media.

“The Customer Interaction Cloud has a robust feature set that is flexible and scalable for this growing company,” said Paul Jarman, CEO at inContact. “The agility of the cloud provides the necessary room to grow efficiently while reducing contact center operational expenses.”

The company also chose to implement inContact’s award-winning outbound dialer, Personal Connection™, to increase productivity by seamlessly connecting agents with clients by eliminating the awkward delay of typical legacy dialers. Personal Connection’s patented technology connects agents at the first greeting and paves the way for better outcomes through higher conversion rates. Incorporating predictive dialing into their day-to-day operations has the capability to alert agents of announcements, current promotions and more.