SALT LAKE CITY, Sept. 1, 2016 /PRNewswire/ -- inContact,
Inc. (NASDAQ: SAAS), the leading provider of cloud contact center
software and workforce optimization tools, today announced a
growing eCommerce retailer is migrating 1,000 contact center agents
to the inContact Customer Interaction Cloud. The company is
comprised of 15 different brands which heightens the need to
consolidate several disparate systems and explore alternative ways
to reduce costs. The transition to inContact allows the company to
meet their fluctuating seasonal needs with scalable cloud solutions
and broaden their operational visibility through effective
reporting.
The company is moving to the inContact Customer Interaction
Cloud to centralize their systems for better efficiency, improved
routing, reporting, analytics and to gain a holistic view of the
enterprise. During peak seasons, the customer leverages Business
Process Outsourcers (BPOs) to support its seasonal increases in
customer service traffic volume. This incorporation of multiple
BPOs placed considerable strain on their expensive and inflexible
on-premises system. inContact's cloud contact center offers a
unified platform which enables the company to provide a seamless
customer experience for consumers between several brands.
"eCommerce and internet retail companies have many unique
variables that can impact the success and bottom line of their
business. Cloud solutions allow companies to reduce costs during
seasonal spikes by only paying for what you use," said Paul Jarman, CEO at inContact. "The agility of
the cloud also ensures a cadence of frequent innovation which helps
to improve human capital costs while, most importantly, providing a
consistently excellent customer experience."
Advanced skills-based routing and self-service options through
inContact's Automatic Call Distributor and Interactive Voice
Response, optimizes customer interaction handling and ensures the
customer is connected with the most-skilled agent for their
individual need. Additionally, inContact inView™ Customer
Dashboards consolidate reporting from all BPO locations and
provides a comprehensive view of their entire customer service
operation. This key business intelligence is crucial to increasing
revenues by understanding customer buying behaviors and improving
agents' cross-selling opportunities across brands.
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.
