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inContact Helps Travel Services Company Connect its Global Contact Centers

By Amanda Ciccatelli, TMCnet Web Editor

Today, cloud software delivery has emerged as an alternative to traditional premises-license software installations, growing faster than premises solution sales. In fact, Frost & Sullivan (News - Alert) estimates that cloud/hosting revenue will surpass that for premises-based contact center solutions in 2013, and that the hosted market will reach $2,981.2 billion by 2017.

In the past, most suppliers only offered cloud/hosting for IVR-based call direction, directory assistance and BC/DR, but now, its application has expanded to ACD, outbound, chat, analytics, call recording, workforce management (WFM), and in customer relationship management (CRM) applications.

Vendors had offered hosted versions as an option to premises-licensed products to SMBs that could not afford the licensing, installation and server resources of premises products.

But this is changing, as more hosted solutions have the same capabilities as premises offerings, and are equally scalable to enterprises. Cloud contact center software now delivers the benefits of traditional premises applications, combined with a more flexible and scalable model. It has been proven that moving a contact center to the cloud brings countless benefits, including working with outsourced agents, cost-savings and minimizing the frequency of bad customer experiences.

Because of the unprecedented benefits of the cloud, a travel services company selected inContact, a provider of cloud contact center software and contact center agent optimization tools, as its enterprise-wide solution that virtualizes four global contact centers with 200 agents in the U.S., Europe and Asia Pacific.

The company wanted to connect all their sites via a centralized platform that supported routing customer calls to agents between locations around the world.

With the previous solution, agents experienced quality issues with telecommunications that affected agent effectiveness and system reporting. The company’s goal was to therefore increase the productivity of its sales agents and enhance the experience it provides to travel customers.

Today, inContact helps organizations around the world create exceptional customer experiences, as inContact is completely focused on the cloud. In fact, it is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution.

“One of inContact's most powerful advantages is that we are the only cloud contact center provider that is also a carrier,” said Paul Jarman, CEO at inContact. “This means our customers get the benefit of our deep telephony expertise as well as cloud contact center best practices.”

inContact will deliver a unified cloud solution that provides connectivity, visibility and reporting across the company’s global contact center operations. The combination of cloud contact center software and an international telephony network provides the most flexible call routing options with the best contact quality.