Large Insurance Provider Selects inContact for Call Center Solution
March 17, 2014
By Anil Sharma, TMCnet Contributor
A large insurance provider has selected inContact, a provider of cloud contact center software and contact center agent optimization tools, to replace its legacy software with a cloud solution that will support high-quality customer experiences, boost contact center workforce efficiency and reduce operational costs. In keeping with inContact protocols, the insurance provider was not named.
The new cloud solution includes inContact's Personal Connection Outbound Solution.
This outbound solution eliminates awkward delays when greeting a caller, while increasing productivity as agents make multiple predictive calls. Agents are connected at the first hello, which paves the way to better outcomes, higher conversion rates, and increased revenues.
"Personal Connection is a major leap forward in dialing software because it transforms the way companies can engage their customers," said Paul Jarman, CEO at inContact, in a statement.
Jarman said that the company is receiving excellent feedback from the company customers that are using the product and are getting dramatic results in efficiency and effectiveness.
Officials with inContact said that for the customer's 100 agents, the company will incorporate cloud Automatic Call Distribution (ACD) with skills-based routing and Interactive Voice Response (IVR) as well as Workforce Management (WFM). With inContact's cloud universal queue, agents can be more efficient with a seamless flow of tasks in a single interface.
Jarman said that enterprises are moving away from rigid contact center solutions with siloed functionality that leads to agent frustration, reduced productivity, and poor customer service.
He said that inContact's all-in-one cloud suite helps streamline operations and improve the experience for both agents and customers.
TMCnet in January reported that a premier health management solutions company opted for inContact to unify contact center operations across ten locations and 200 contact center agents.
The health management solutions company (which also preferred to remain anonymous) said it found inContact to be the best choice among other premise and cloud competitors.
The company will help the service provider to implement a flexible and scalable multi-channel solution. Further, inContact will also provide both inbound and outbound voice support, chat, and voicemail as well as additional contact channels in the future.
Edited by Rory J. Thompson