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Even Outsourced Centers Can be Cloud-Bound

By TMCnet Staff

Cloud technology now makes it possible to access virtually every IT solution without on-premises infrastructure. Suffice it to say this has allowed small organizations which couldn't afford a wide range of ITC solutions in the past access so they can operate like large enterprises. Whether the organization is small or large, with cloud technology everyone can save a considerable amount of money in CAPEX/OPEX (News - Alert), as virtually every IT operation is carried out by the service provider. Contact center services have also moved to the cloud and inContact, provider of cloud contact center software and contact center agent optimization tools, announced it has moved the on-premises operations of a provider of residential and commercial services to the cloud.

Although the name of the company was not disclosed, the move from its legacy, premises-based system involved more than 600 agents across 400 locations throughout the United States.

Cloud infrastructures are even more important to organizations that have multiple locations. Having on-premises infrastructure across tens or even hundreds of locations can be a very expensive proposition.

According to inContact, the new customer was looking to unify its service process across the country while allowing its many branches and contact centers to start functioning as one powerful virtual service system. Additionally, it wanted calls to flow seamlessly from anywhere to anywhere so all of its agents and branch employees can share contact center and CRM data to deliver better and faster response to customers with targeted cross sell and upsell.

The company adopted the inContact Automatic Call Distributor and Interactive Voice Response as well as inContact's Workforce Optimization suite, including quality monitoring and screen recording.

The virtual contact center software platform by inContact features:

• Delivery via the cloud as Software as a Service (SaaS (News - Alert));
• Addition of functionality as needed;
• No need to buy, maintain or upgrade hardware;
• Pay only for what is used each month;
• Automatic software updates at least twice yearly;
• Support for multiple contact centers, including at-home agents;
• 99.99 percent availability SLA.

Organizations can start with ACD and IVR, and add customer feedback, CRM/ CTI (News - Alert) integration, dialers, quality management, workforce optimization and management, reporting and analytics.

“As acceptance of the cloud accelerates, we are seeing more industry diversity in the customer spectrum,” said Paul Jarman, CEO at inContact. The flexible and adaptable nature of our cloud solution enables customers across a wide variety of industries to maximize their service resources and take a more innovative and intelligent approach to delivering a great customer experience.”