Cloud Based Contact Center
Leading multi-national software company selects inContact to unify service processes
Cloud Based Contact Center – 7th March 2012 – inContact the leading provider of cloud based contact center software and contact center agent optimization tools announced that a leading multi-national software company selected the inContact cloud based contact center routing and workforce management solutions to unify its global customer service operations. The company has plans to ramp its usage of the inContact cloud based contact center platform to nearly 250 agents in the coming months.
The software company supports thousands of product lines through multiple contact centers around the globe and prior to moving to the cloud, was using several different legacy premise-based systems to link these centers. The contact center management conducted an extensive search for a single vendor system to replace and harmonize the multiple systems, add new channel capabilities, and future-proof the company for growth.
The Software company selected inContact cloud based contact center software to support multi-location and at-home agent deployments around the world, using a “follow the sun” routing strategy. The company uses salesforce.com at the heart of its customer interactions, and so inContact’s integration with this CRM as well as its ability to get the solution rapidly deployed to meet an aggressive timeline were key factors in the decision. Additionally, inContact’s flexibility enabled the company to deliver calls to the cloud on their preferred carrier.
“With our growing international presence, supported by our global cloud infrastructure, inContact is a very attractive cloud based contact center solution to multi-national companies with significant operations around the world,” said Paul Jarman, inContact CEO. “We are able to provide an enterprise-class solution to our customers, with all of the benefits of scalability, pay-as-you-go model, and disaster recovery that have become the hallmarks of the cloud based contact center delivery model.”
With agents working at home and at multiple contact centers around the globe, the cloud based contact center software company will be able to strategically manage its distributed workforce through the use of the inContact Workforce Management solution. The WFM solution will enable the company to maximize agent effectiveness and improve supervisor oversight through monitoring, training and scheduling.
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud based call 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.ecttelecom.com
ECTtelecom is a worldwide Master Partner for inContact Cloud Based Contact Center Software. ECTtelecom provides Call Center Software, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at US Toll Free 800-664-3071 or International 850-936-5887 for a no obligation Quote.