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inContact's Cloud Proves a Winner Again

By TMCnet Staff

A consumer protection service company has tapped inContact’s cloud contact center software to meet its needs as it expands. Company growth is frequently a trigger for an organization’s move, explains inContact CEO Paul Jarman.

“Organizations get a major boost – both functionally and financially – in the ability to serve their customers, as well as the bottom line,” Jarman says. “And the cloud is more flexible and scalable for growing companies.”

When it comes to choosing a contact center, organizations can go with a premises-based model or a cloud-based model. The premises-based model relies on buying hardware, software, and having the human resources to manage both. It also entails additional costs to upgrade them on an ongoing basis. In the cloud-based model, there’s no need for upfront or ongoing investments in hardware or software. Instead, those that leverage the cloud-based model finance their contact centers on a pay-as-you-go model.

Cloud-based contact center solutions provider inContact delivers a platform that includes a multichannel automatic call distributor. This cloud universal queue sends work to agents based on their availability and skills, and based on customer priority. And the queue handles chat, CRM, email, social media, trouble tickets, and voice.

While company expansion is one situation that may drive adoption of a cloud-based contact center solution, another is aging premises-based contact center gear.

For example, earlier this month inContact revealed that a notable financial services provider is replacing its legacy premises system with the inContact cloud solution. This customer is connecting two contact center locations with the cloud platform, which is ideal for the blended inbound and outbound service environment.

“Across the financial industry, firms are looking for the most cost-effective way to improve customer service,” Jarman notes. “Cloud technology unifies customer service operations with one system to handle multichannel customer interactions and to seamlessly route calls to the proper agent regardless of location.”

The “Personal Connection Outbound Solution” from inContact is part of this customer’s solution. (The customer was not named, as per inContact company protocols.) This feature is based on a patented system that eliminates the delay between the customer’s “Hello” and the agent’s greeting. That’s because agents get an automatic screen pop with customer information so they can create a personalized experience.