Leading consumer financial firm opts for a scalable cloud solution to power its growing customer service department
SALT LAKE CITY – August 18, 2015 – inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced a major provider of consumer financial services will transition 145 agents from their legacy premise call center system to the cloud with the inContact Contact Center. This forward-thinking organization recognizes the advanced technology and scalable benefits offered by inContact’s cloud contact center system as an ideal match for their growing operations.
Replacing their new customer’s system with a multichannel platform, inContact will implement their inbound and outbound solutions including support for email, chat, SMS messaging and social media in addition to traditional voice channels. The powerful combination of Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) ensures all inbound calls are assigned and routed to the ideal agent for each customer’s specific issue. For outbound communications, inContact’s new customer selected the award-winning Personal Connection™ (PC) dialer which increases productivity by seamlessly connecting agents with clients by eliminating the telltale awkward pause of typical legacy dialers. Personal Connection™ connects agents at the first “hello” and paves the way for better outcomes through higher conversion rates.
“inContact provides a full spectrum of customer service solutions from a scalable and flexible cloud platform,” said Paul Jarman, CEO at inContact. “The cloud allows us to support our customers with comprehensive system and set a new standard for our industry with each implementation.”
Obtaining a comprehensive contact center solution was a key differentiator for inContact’s new customer. inContact set itself apart with the ability to offer the ACD, IVR, PC and Quality Management tools on top of solid business continuity and disaster recovery procedures through multi-level redundancy measures. Furthermore, providing complete network connectivity for more than 200 toll free numbers established inContact as the true end-to-end contact center system their new customer was searching for.
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inContact is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continually innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed more than 2,000 cloud contact center instances. To learn more, visit www.incontact.com.
Market Street Partners