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inContact Lands Another Big Client

By TMCnet Staff

Outdated contact center solutions are not what it takes to impress customers today. Instead, the need is to have innovative technology and a commitment to outstanding service. inContact, a provider of cloud contact center software and contact center agent optimization tools that are designed to help contact centers increase market share and profitability, has taken that message to heart.

Hence, the latest company to select inContact is one of the world's largest organizations of business professionals. The new inContact customer (which, as per inContact protocol declined to be identified) is moving from a premise-based system that lacked many modern features and capabilities that are required in a multichannel contact center. With members spread across 100 countries and many specialized service offerings, this professional organization relies on contact center agents to deliver high quality customer service interactions.

The company was looking for better skills-based and multimedia routing as well as real-time visibility and historical reporting of contact center and agent activities. Eventually, it zeroed in on inContact for a complete cloud solution to unify contact center operations across three contact center locations and at-home agents.

"An active and loyal membership is the lifeblood for industry associations," noted inContact CEO, Paul Jarman in a statement announcing the deal.

"The combination of cloud contact center infrastructure and workforce optimization is a major advantage for organizations that are committed to the highest levels of quality and meaningful engagement with their customers," Jarman added.

inContact’s solution is easy to manage and configure, and offers a connected workforce optimization solution (WFO), according to the company.

Agents will utilize inContact's universal queue to handle voice, chat and email communications, and supervisors will have the quality monitoring and management tools they need to ensure the best possible outcomes. inContact’s cloud contact center platform includes CRM integration and the inContact WFO Suite with 100 percent Call Recording (voice and screen), Call Monitoring, the inContact ECHO satisfaction survey tool, Workforce Management (WFM) and Quality Management.