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Mexico-Based Outsourcing Operation Chooses inContact's Contact Center Solutions

By Chris DiMarco, TMCnet Managing Editor

It’s well documented that cloud call center solutions provide an inexpensive and flexible alternative to premised based technology. As a respected player in the space inContact has provided call center software to a number of well established companies. Today inContact has announced that it will provide routing and networking services to Mexico-based contact center for a leading dental benefits provider.

The choice was supported by inContact’s ability to interface with the call centers existing CRM platform. In this case the insurance provider had been utilizing Salesforce to track and maintain customer databases. Using inContact, the insurance company will be able utilize its CRM of choice with an improved ability to draw from previous user databases for their dialing needs.

The inContact Salesforce Adapter will provide the ability to seamlessly utilize the call routing software that comes with the embedded Salesforce CRM system.  Additionally, this choice of cloud call center software will enable an IVR system that can readily be integrated with customer information databases.

“In the traditional premise world, CRM integration has been a very complex and expensive undertaking and, as a result, call centers have been forced to work with many siloed applications," said Paul Jarman, inContact CEO. "As the market leader in cloud-based contact center solutions, simplifying the pain of integration and providing service applications that work together to enhance the customer experience is a key tenet in our product strategy."

The initial move into the cloud can be daunting, but as call centers around the world become more familiar with the benefits that cloud utility can offer they’re also becoming more willing to use the technology in their overall strategy.

Jarman concluded, "As the only cloud provider to combine call routing, IVR, workforce optimization and cost-effective telephony solutions, we help our customers deliver the best possible customer experience while maximizing the effectiveness of their call center operations."

Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.

Edited by Juliana Kenny