inContact Cloud Solution Helps a Financial Services Company Cash In
March 28, 2014
By Nathesh, TMCnet Contributor
A financial service company will now be closer to its service and efficiency objectives in the U.S. and internationally by leveraging the features of the inContact cloud solution.
inContact cloud solution satisfied the financial services company's requirement for a system that could seamlessly support combined agents handling both inbound and outbound calls using the latest cloud technology. As the solution is available as a SaaS (News - Alert) (Software as a Service) offering, the company (which inContact declined to identify, as per company policy) will enjoy a range of benefits like reduced IT maintenance costs, no hardware or software investment, and the ability to scale service up or down based on its needs.
"Giving outbound agents the ability to connect with customers naturally helps establish positive and longer lasting customer relationships,” said Paul Jarman, chief executive officer at inContact. “Replacing outdated technology like yesterday's predictive dialing products can clear the way for business growth."
Located from a centralized facility, agents of the financial service company will be making full use of the inContact cloud solution's advanced features like Automatic Call Distribution (ACD) with skills-based routing, Interactive Voice Response (IVR) as well as online chat.
inContact said that its virtual offering should enable contact centers to increase market share and profitability without the need to maintain or upgrade expensive hardware or software. Users can learn to familiarize with its cloud offering by simply starting with ACD and IVR, the building blocks of its cloud platform and then systematically adding functionalities like customer feedback, CRM/ CTI (News - Alert) integration, dialers, quality management, workforce optimization and management, reporting and analytics. Users also have to option to pay only for what they use and the cloud platform can support multiple call centers including at-home agents.
inContact's Personal Connection solution also uses patented technology to eliminate awkward delays in greeting the caller while allowing agents to make multiple predictive calls and stay productive. The agents at the financial services company can now easily connect with customers at the first hello and start the conversation in a friendly, personalized manner.
Edited by Rory J. Thompson