• ACD SOFTWARE
• Articles

inContact's ACD Capability Helps Land Them Another Client

By TMCnet Staff

The leading provider of cloud contact center software and contact center agent optimization tools, inContact, is continuing with its impressive year of new clients and expansions.

The company has just announced that it added what it described as “a major force in the human resources consulting industry” as a new client.

The company – which inContact declined to identify, as per ongoing company protocols – decided to migrate its contact center operations from a premise-based system to a cloud solution from inContact.

“With current operations of over 200 agents, and plans to expand both in the U.S. and internationally, this HR heavyweight recognized the benefits of agility and scalability with a unified, multi-channel cloud contact center platform,” inContact noted in a release. Company leader Paul Jarman was understandably enthused about his latest client.

“As a leader in the human resources industry, this new customer sets a high standard for customer experience and excellent service,” CEO Jarman said. “With ten years’ experience in providing a multi-tenant cloud solution, inContact has a proven track record of supporting high-growth contact centers with security, reliability and scalability.”

The move is just the latest in a string of wins for the call center leader. The company recently partnered with a Colorado-based wellness company, was cited by a major technology publication as one of the world’s top 500 software providers, and posted strong and healthy Q3 results.

This newest customer will reportedly implement Automatic Call Distributor and Interactive Voice Response, the building blocks of the award-winning cloud contact center core by inContact.

As previous customers know, the multi-channel ACD supports email, chat, text and social media messages in addition to traditional inbound and outbound communication. inContact will integrate its core platform with the existing Salesforce database to provide automatic screen-pops of customer data for a smooth and efficient customer experience.

The new HR client also selected inContact’s enterprise cloud Quality Management (QM) solution to replace its existing premise QM tool.