inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announces a nationwide consulting and marketing firm will replace its premise-based system with the company’s award-winning cloud contact center solution. Facing significant upgrade costs and service interruptions due to an aging system, the marketing leader is moving 200 agents to the inContact cloud contact center platform to ensure a more consistent and high quality experience for their customers.
This new retail customer will leverage inContact’s award-winning Personal Connection™ Outbound solution which will be fully integrated with the firm’s existing CRM system. inContact’s advanced cloud platform synchronizes data between the ACD (Automatic Call Distributor) and CRM, and delivers customer details directly to the agent who is placing the call so that he or she can create a personalized experience with their customer. Personal Connection™ eliminates the tell-tale pause of an outbound call, increases agent efficiency through a higher connect rate and will drive the marketing efforts of the retail marketing firm.
“Personal Connection is gaining traction with companies who are looking for ways to differentiate in highly-competitive retail marketplaces,” noted Paul Jarman, CEO at inContact. “Our end-to-end cloud solution is flexible and scalable, and can be tailored to fit retail business models and provide opportunities for our new customer to outshine its competition.”
In addition to inContact’s outbound solution, the new customer gets the scalable and customizable Automatic Call Distributor and Interactive Voice Response as part of a complete solution including full network connectivity. Furthermore, the new customer will improve contact center efficiency through a robust set of Workforce Optimization (WFO) and management tools. With 200 agents across multiple locations, including at-home agents, inContact’s new customer can more effectively manage their distributed workforce and get the business intelligence needed to hone and refine active campaigns.
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inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create customer and contact center employee experiences that are more personalized, more empowering and more engaging today, tomorrow and in the future. inContact continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management. Winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,000 cloud contact center instances. To learn more, visit www.incontact.com.