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inContact Selected by Expanding Outsourcer to Support Growth

By Susan J. Campbell, TMCnet Contributing Editor

On-demand call center software provider, inContact has announced that an expanding U.S. based outsourcer has selected the provider of call center agent optimization tools to better serve its growing energy industry clientele.

The aforementioned outsourcing company was originally created to provide services for a single energy company. As a result of rapid growth, due to market conditions and deregulation, the outsourcer has found that its aging premise-based phone systems are not adequate to support consistent performance.

The outsourcer currently focuses on providing mission-critical service for more than 30 different energy and utility companies and relies on 200 agents to process calls for billing inquiries, service issues and reporting of potentially hazardous situations.

With its steady growth, the outsourcer needed to support additional business. To implement the solutions necessary, it turned to inContact. The company’s cloud-based solution is the right fit to provide the key capabilities necessary to drive a better experience for all customers, as well as the outsourcer.

"The inContact cloud-based solution gives outsourcers in any industry an extraordinary competitive advantage," said Paul Jarman, inContact CEO, in a Reuters’ (News - Alert) piece. "Our powerful portfolio of scalable, flexible, pay-as-you-go cloud-based solutions enables outsourcers to better manage their talent, reduce non-billable hours and increase revenue per call. In short, we help them create profitable customer experiences."

inContact now provides the company with key capabilities, including easy customization of the customer experience and agent experience; built-in disaster recovery without additional hardware requirements that tend to be standard in premise-based systems; and a flexible payment model that matched its business requirements.

Jarman concluded, "inContact also helps outsourcers differentiate their offerings within the competitive call center outsourcer market by enabling them to collect critical business intelligence that can increase their customers' dependence on their services. Our powerful, cloud-based solutions can automate, analyze and optimize virtually every key customer-focused process in call center outsourcing organizations."

As a value provider, inContact is focused on helping contact centers throughout the global marketplace to create profitable customer experiences as a result of its powerful portfolio of cloud-based contact center software solutions.

The services and solutions offered by inContact are designed to enable contact centers to operate more efficiently, optimize cost and quality of every customer interaction, and to create new pathways to profit, ensuring ongoing customer-centric business improvement and healthy growth.