SALT LAKE CITY, Aug. 3, 2016 /PRNewswire/ -- inContact, Inc.
(NASDAQ: SAAS), the leading provider of cloud contact center
software and workforce optimization tools, today announced the
significant expansion of services by an existing business process
outsourcer (BPO) customer. Already equipped with inContact's
inbound contact center solutions, this global BPO is adding 2400
Workforce Management licenses in the cloud to improve contact
center operations and increase efficiency. Through inContact's
leading reseller partner, this award-winning BPO has moved more
than 4400 agents from inflexible on-premises software to the
inContact cloud.
"This emerging BPO customer operates in over forty countries
across all global regions and needed one system to unify their
contact center systems for greater visibility, control and
agility," noted Paul Jarman, CEO at
inContact. "The BPO market has recognized the advantages of a
scalable and easy-to-use cloud platform and is leveraging
inContact's solutions by dispersing them directly to their
clients."
inContact Workforce Management will enable the BPO, and their
clients, to balance employee needs and staffing levels with
customer satisfaction and call volume levels. Empowered with
detailed views of predicted and actual traffic, combined with
service-level statistics and key performance indicators, the BPO
will enable its clients with real-time visibility into staffing and
call volume metrics. This valuable business intelligence provides
instant information needed to meet their customer service
commitments.
The BPO chose to expand their inContact solution set for its
ease of use and speed to production. The combination of the cloud
and workforce optimization tools increases agent efficiencies and
reduce agent churn, resulting in consistent customer experiences
for its clients.
Additional Information
- Learn more about available cloud solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
inContact (NASDAQ: SAAS) is the cloud
contact center software leader, with the most complete, easiest and
most reliable solution to help organizations achieve their customer
experience goals. inContact continuously innovates in the cloud and
is the only provider to offer a complete solution that includes the
customer interaction cloud, an expert service model and the
broadest partner ecosystem. Recognized as a market leader by
Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact
supports over 6 billion interactions per year for enterprise,
midmarket, government organizations and business process
outsourcers (BPOs) who operate in multiple divisions, locations and
global regions. To learn more, visit www.incontact.com.
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SOURCE inContact, Inc.
