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ACD Offering Helps inContact land Another Client

By TMCnet Staff

After several years of a sluggish economy and gloomy employment reports, it appears the U.S. labor force is now growing by leaps and bounds. With the national unemployment rate down to a surprising 5.6 percent as of December 2014 (from 6.6 percent the previous January), things are looking up.

So it should come as no surprise that a major global staffing leader has decided to go with a contact center leader to meet its increasing demands.

inContact has announced the addition of the global staffing solutions provider to its expanding list of clients. The staffing company – which was not identified as per inContact company protocols – was in need of a flexible platform for an expanding division, and so chose inContact's cloud solution for its new 350-agent contact center.

"With the improving economy, we are seeing companies expand their reach and provide new services to their customers," said Paul Jarman, CEO at inContact, in commenting on this latest ‘win’. "The cloud offers a flexible platform giving these growing companies a cost-effective, scalable and flexible solution to meet their customers' needs today and tomorrow."

According to the HR firm, this new addition to the inContact family needed to service its clients at a superior level with inbound and outbound voice channels, as well as email, text, and chat capabilities, as their recruiting efforts ramped up. The omni-channel cloud contact center software from inContact will enable them to add new channels and agents as needed. Further, the inContact core platform, built upon the multi-channel Automatic Call Distributor and Interactive Voice Response systems, offers seamless, skills-based routing of inbound traffic on any channel to ensure each issue is addressed by the most qualified agent.

But it’s the use of that cloud that really helped cinch the deal. In addition to managing all of their inbound and outbound channel needs, the client will maximize their customer service operations with both cloud-based workforce optimization and performance management tools. It’s a win-win for both parties.

“inContact's Quality Management suite will provide robust monitoring, evaluation and reporting capabilities through multi-media capture of both audio recordings and desktop activity,” the company said in a statement. “inContact's inView Customer Dashboard offers real-time performance insight by tracking key metrics with dynamic performance models, and promotes agent engagement and empowerment with gamification incentives.”

Not a bad way to start off the New Year.