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ACD Offering is One of Many to Sway New Client to inContact

By Rory J. Thompson, Web Editor

The only downside to success is that you need to keep expanding to continue enjoying the fruits of your labors. It’s not the worst thing in the world, as a nationwide provider of consumer services and solutions discovered recently.

The company has just agreed to leave its premise-based contact center system provider in favor of inContact's cloud platform for call center services. This major U.S. retailer – which, as per inContact company protocols, preferred to remain anonymous -- selected inContact to support more than 400 inbound and outbound agents.

“This new inContact customer needed a centrally managed and fully integrated contact center system to enhance functionality, flexibility, reporting and scalability to enable their 400 agents to service their clients at a superior level,” inContact said in a statement. “With contact centers throughout North America handling more than 30,000 inbound calls per month, while making up to 40,000 outbound calls, the combination of a scalable platform in a stable cloud environment with a comprehensive suite of advance contact center features secured this opportunity for inContact.”

According to both companies, the new customer will implement a full spectrum of solutions, customized for a complicated system of more than 140 integrated satellite offices connected to a primary contact center. The multi-channel Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) solutions will provide a solid foundation to support all forms of inbound communication including email, chat, text messaging, social media and voice along with self-service options through a traditional phone system. The ACD/IVR system improves the customer experience with skills-based routing which identifies the ideal available agent for each inbound issue and automatically directs the customer to the appropriate agent.

"We are seeing a major shift in companies prioritizing customer service to a higher level than ever before," said Paul Jarman, CEO at inContact. "As the emphasis on exceptional customer service grows, the recognition of a cloud contact center as an ideal solution for nearly all operation types has increased. As a pioneer of cloud contact center technology, inContact is moving the customer service industry forward by building tomorrow's contact center, today."

The new client selected inContact’s Personal Connection outbound solution for its innovative pause elimination, which offers a natural and seamless connection between agent and customer on each call. Implementation is expected to begin shortly.