Company Consolidates Contact Routing, Customer Survey, Screen Recording and Quality Management with Leading Cloud Contact Center Provider
SALT LAKE CITY (February 09, 2012) – inContact (NASDAQ: SAAS), the leading provider of cloud-based contact center software and contact center agent optimization tools, announced that one of the nation’s leading performance apparel manufacturers has selected the inContact cloud contact routing, customer survey, screen recording and quality management (QM) solutions.
The apparel manufacturer has been extremely successful in the past several years, and has aggressive goals for additional ongoing growth, supported in part by its two contact centers that process sales orders and customer service inquiries. The company had used a premise-based system to support its contact routing, but the legacy system faced a significant and costly upgrade in order to support the organization’s disparate contact centers. Additionally, the company was using different vendors for contact routing, customer survey and QM and wanted to consolidate with a single vendor.
By switching to inContact, this apparel leader will have greater visibility into contact center operations through the inContact reports, and have more flexibility in making changes to the system on their own, without IT support, including supporting new campaigns, products and market initiatives. Additionally, inContact enables business continuity for both of the company’s contact centers, enabling one to fail over to the other in the event of an unexpected closing due to weather or other issues, or a power failure at one of the centers.
“This new account is a testament to the power and flexibility of the cloud and the inContact platform,” said Paul Jarman, inContact CEO. “As the cloud contact center leader, we help customers address their business and customer care objectives by enabling technology to create differentiation and a strategic advantage. For this new customer, we’ll enable them to link their two contact centers, achieve deeper reporting and have built-in business continuity, while providing a more robust offering than their previous premise-based system.”
- Learn more about how inContact supports retail contact centers: http://www.incontact.com/hosted-call-center-software/retail-sales-call-centers
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- Become a fan of inContact on Facebook: www.facebook.com/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.
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