HOUSTON, July 12, 2016 /PRNewswire/ -- BMC, the global
leader in IT solutions for the digital enterprise, today announced
that inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud
contact center software and workforce optimization tools, is
leveraging BMC's TrueSight solution to increase the speed and
efficiencies needed to support its rapid business growth.
Delivering industry-leading Software as a Service (SaaS)
solutions requires that IT operations never falter. With a
constantly-growing customer base, inContact must be ready to add
new IT resources to support the growing business while maintaining
a high level of service. With the need for greater visibility into
its expanding cloud infrastructure and utilization, the company was
looking for ways to be more efficient and avoid overspending on
hardware, software, and administration.
"inContact is now used by more than 175,000 customer service
agents in over 100 countries, and our rapid growth requires a more
predictable and efficient way of ramping up our cloud
infrastructure and ensuring quality of service," said Ken Wood, senior manager, enterprise management
Tools at inContact. "As a provider of cloud-based customer service
software, we can't afford to have any service disruptions or we
risk damage to our business our brand and our customers. BMC's
TrueSight solution gives us the immediate insight we need into the
utilization and performance of our cloud infrastructure so we can
consistently deliver the highest level of service to our
customers."
With BMC's TrueSight Capacity Optimization solution, inContact
was able to correlate its forecasted sales with system data,
enabling the company to accurately plan for additional
infrastructure resources needed for onboarding new customers each
quarter. By eliminating the practice of routinely and
indiscriminately adding new resources, inContact was able to defer
new server purchases for 15 months while increasing server density
by 40 percent. TrueSight Capacity Optimization gave inContact the
right mix of predictability and agility, and the company was able
to realize a full return on its investment in just 9 months.
"The tremendous growth of the SaaS market and resulting shift to
cloud-based solutions magnifies the importance of service
performance and accountability," said Bill
Berutti, president, performance and analytics, cloud
management and data center automation at BMC. "BMC's TrueSight
digital service assurance solutions provide modern IT organizations
with the speed and agility they need to meet the demands of today's
digital services and deliver the optimal, seamless experience
customers expect."
inContact also uses BMC's TrueSight Operations Management
solution to monitor the performance and availability of its cloud
applications and infrastructure. The challenge of rapidly releasing
new, stable features required a performance monitoring solution
that would give inContact a single, consolidated view of
infrastructure and application performance. TrueSight capabilities
such as trending analysis, dynamic baselining of system and
application performance, and user experience monitoring enabled
inContact to consistently meet service levels.
"TrueSight Operations Management has been an invaluable addition
to our performance and analytics capabilities. We recently
participated in the beta program for TrueSight Operations
Management 10.5 and are very excited about the new capabilities
that are launching this month, especially the enhancements to
dashboarding and monitoring administration," Wood continued.
To learn more about how inContact is using BMC's TrueSight
solution to reduce operational costs and increase the accuracy of
its capacity planning visit
http://www.bmc.com/customers/incontact.html.
About BMC
BMC is a global leader in innovative software solutions that
enable businesses to transform into digital enterprises for the
ultimate competitive advantage. Our Digital Enterprise Management
solutions are designed to make digital business fast, seamless, and
optimized from mainframe to mobile to cloud and beyond. BMC digital
IT transforms 82 percent of the Fortune 500 and serves more than
10,000 customers worldwide.
BMC – Bring IT to Life
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logo are the exclusive properties of BMC Software Inc., are
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and Trademark Office, and may be registered or pending registration
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logos may be registered or pending registration in the U.S. or in
other countries. All other trademarks or registered trademarks are
the property of their respective owners. © Copyright 2016 BMC
Software, Inc.
Editorial contacts:
Brad
Shewmake
BMC
D: 408.546.7236
M: 858.735.8748
brad_shewmake@bmc.com
Jenn Zimmer
Eastwick Communications
D: 415.820.4175
bmc@eastwick.com
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SOURCE BMC
