inContact Selected to Enhance Contact Center Operations for 200-Seat Retailer

Published on May 17, 2011 in Data Management, Technology

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Powerful Cloud Portfolio Enables Retailer to Create Differentiated and Profitable Customer Experiences

SALT LAKE CITY (May 17, 2011) – inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, announced that a major U.S.-based specialty retailer has selected the inContact cloud-based call routing solution to power its two domestic contact centers with nearly 200 agents.

Like most retailers, the company has seasonal peaks where call volume spikes significantly, particularly during holiday seasons. Additionally, the company is anticipating ongoing growth due to the popularity of its brands and its success in cross-selling and up selling to a loyal customer base. The retailer quickly determined that upgrading its on-premise solution was not a viable option as it did not support their goal of seamlessly unifying their two contact centers, would require high upfront cost and long deployment timelines and would not allow them to scale as their business grows.

“inContact enables retail contact centers to create a differentiated and profitable customer experience,” said Paul Jarman, inContact CEO. “We help these companies provide seamless and consistent service across channels and site locations while dramatically reducing operational costs and improving efficiency. We have a growing base of retail customers, all of which report significant improvement after switching to inContact.”

The company determined that the inContact cloud platform was the best solution to meet its requirements for scalability during peak usage seasons while accommodating growth. inContact also offers powerful software applications that are not available from its current premises provider, all on a pay-as-you go basis, including an outbound dialer, recording and monitoring tools. The company anticipates a significant return on investment (ROI) from switching to inContact, as validated by a recent total cost of ownership (TCO) study by Frost & Sullivan, which noted that a 250-seat contact center can save as much as 51% over on-premise solutions in three years.

Concluded Jarman, “Today, service provides a compelling competitive advantage for retailers regardless of the products they provide. inContact can be a ‘secret weapon’ in the retailers’ strategy to keep customers coming back for more by delivering a branded and differentiated customer experience, every time at every touch point.”

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

Additional Information

  • Learn more about the inContact solution for retail organizations: http://www.incontact.com/hosted-call-center-software/retail-sales-call-centers
  • Hear from inContact customers about their success in our 21-city Problem Solved road show: http://response.incontact.com/LP=68
  • Follow @inContact on Twitter: www.twitter.com/inContact
  • Become a fan of inContact on Facebook: www.facebook.com/inContact

Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company’s behalf. All statements, other than statements of historical facts which address the Company’s expectations of sources of capital or which express the Company’s expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click here.)

inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.

Source: inContact

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