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Contact Center Outsourcing Provider inContact Selected by Customer Acquisition Firm for IVR

By Susan J. Campbell, TMCnet Contributing Editor

inContact has announced that a leading marketing and customer acquisition firm has selected inContact cloud-based interactive voice response (IVR) solution to enhance self-service in its contact center.

The customer acquisition firm focuses on helping customers to find, compare and order Internet, TV, phone and other digital services from brand name service providers. One key initiative for the company is to provide customers with a premier service experience.

In the past, this company has relied on contact center outsourcing providers to route its calls, yet didn’t like the fact that it lacked control and visibility over the process. As a result, the company selected inContact to improve the service experience and reduce agent handling costs, gain more control over the process of distributing calls and the percentage allocation of calls that are allocated to contact center outsourcing providers. 

With the new inContact self-service application in place, the company can now rely on this platform to handle roughly 1 million minutes of customer interactions per month, or equal to the efforts of approximately 160 agents, if the calls were handled within the traditional agent methodology.

“When it comes to the way customers interact with your company, you can never focus too much on providing a premier customer experience,” said Paul Jarman, inContact CEO, in a statement. “IVR self service is typically the first touch point your customers have with your company, and it’s extremely important that it enables them to get what they need as efficiently as possible.”

The market for cloud-based IVR is rapidly growing. In fact, according to DMG Consulting, there are a number of compelling reasons why end users are adopting hosted IVR technology at a rapid rate.

At the same time, revenues from premised-based IVR systems are expected to shrink. The reason for this change in the market is attributable to scalability, the availability of touch-tone and speech recognition resources, the avoidance of large up-front capital and implementation costs and the pace of innovation and ease of upgrades.

With the inContact IVR solution, customer can self-solve issues like bill pay, account inquiries and more. If the call center is closed, the IVR adds an extra level of convenience by enabling customers to take care of business after hours. This helps customers and is a great benefit for the business.

The inContact solution also seamlessly integrates with other technologies and can be deployed quickly with any additional equipment purchases. And, with user-friendly drag and drop utility, the solution is easy to configure on-demand by call center management.

Jarman added, “We look very forward to working with this marketing and customer acquisition firm on improving the IVR experience for their customers.”