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inContact, a provider of call center software, announced today that a major Fortune 500 wireless communications company reached a deal with inContact to provide sales and service process unification for 200 agents spread over 14 European facilities. inContact did not reveal the name of the client.

The company is intending to use the inContact’s cloud call center solutions to unify the company’s customer service and sales systems. The company expects to grow the service to additional locations around the world. This initial implementation is likely a trial to ensure the organizational fit of the cloud calling solution before a full-scale roll out.

The client will being the implementation with inContact’s skills-based routing, self-service, and dialer solutions. Skills-based routing should help calls be routed more efficiently to the agents with the appropriate knowledge and capabilities, boosing service levels. The self-service features should increase service availability and speed. The dialer software is more focused towards the sales call centers, increasing the productivity of outbound call operations. The unnamed company has plans to deploy inContact’s quality monitoring solution later in the year, which should boost managers’ ability to maintain quality throughout the call center.

Growing Excitement

Paul Jarman, inContact’s CEO, commented on the rapid pace of growth that the company has been experiencing lately:

“Since our expansion internationally last year, we have continued to win major customer contracts based on the robustness of our international offerings. As the leading provider of cloud contact center solutions, inContact is uniquely qualified to help these organizations strategically and cost-effectively scale their customer service and sales processes across multiple locations.”

 

Jarman also commented on the attractiveness of cloud-based solutions for large, enterprise class firms:

“It’s clear that the cloud has become an attractive solution for large enterprise-class contact centers as it helps them address their most important service challenges. We are excited to work with another large, enterprise company to deliver a powerful experience to their most important customers.”

 

inContact has seen other major contract signings, notably with a large global business process outsourcer last week and others in June and May.

inContact’s publicly traded stock closed at $5.04, up 2.65% or $0.13 on the news.

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