PRESS RELEASE: inContact announced the significant expansion of services by an existing business process outsourcer (BPO) customer. Already equipped with inContact’s inbound contact center solutions, this global BPO is adding 2400 Workforce Management licenses in the cloud to improve contact center operations and increase efficiency. Through inContact’s leading reseller partner, this award-winning BPO has moved more than 4400 agents from inflexible on-premises software to the inContact cloud.
“This emerging BPO customer operates in over forty countries across all global regions and needed one system to unify their contact center systems for greater visibility, control and agility,” noted Paul Jarman, CEO at inContact. “The BPO market has recognized the advantages of a scalable and easy-to-use cloud platform and is leveraging inContact’s solutions by dispersing them directly to their clients.”
inContact Workforce Management will enable the BPO, and their clients, to balance employee needs and staffing levels with customer satisfaction and call volume levels. Empowered with detailed views of predicted and actual traffic, combined with service-level statistics and key performance indicators, the BPO will enable its clients with real-time visibility into staffing and call volume metrics. This valuable business intelligence provides instant information needed to meet their customer service commitments.
The BPO chose to expand their inContact solution set for its ease of use and speed to production. The combination of the cloud and workforce optimization tools increases agent efficiencies and reduce agent churn, resulting in consistent customer experiences for its clients.