A recent press release announced inContact has been selected as the new provider of on-demand call center software and call center agent optimization tools for a quality healthcare provider. inContact has been selected by a regional healthcare delivery network which includes hospitals and health centers.

inContact was selected over three other providers due to the company’s ability to make changes on-demand to call flows and scripts. They are also able to support agents in any location without a special configuration.

Officials with inContact say they will be able to provide call routing and workforce optimization (WFO) solutions to improve flexibility and enable a higher quality of patient care. The healthcare provider will now be able to work with a single vendor to maximize call center operations.

Company officials say that inContact will also introduce a survey as well as the quality management solutions to ensure managers can hear the voices of their customers and make the necessary changes to their practices and procedures to meet the needs of patients in a more effective manner.

Paul Jarman, the CEO of inContact, states that the company’s model can easily meet changing business conditions and will link multiple locations and at-home agents without any special configurations. He believes this will help to ensure long-term customer satisfaction.

This new inContact customer also chose them because of their powerful integration with sales force.com CRM. This new integration provides an in-depth customer information feed to agents while callers are in queue, which thus enables agents to more quickly address customer needs.

Mr. Jarman believes inContact will be very well suited to meet the critical demands of the healthcare industry where healthcare and lives are constantly on the line for patients.

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