Contact Center Quality Management Featured Article

In the expanding world of cloud computing, it’s understandable that the leaders would know each other. It’s a small world so far, and they’re all growing together.

That’s why it makes sense that a global leader of cloud business software announced that it has selected inContact's cloud contact center platform for its own call center needs. The company – which, according to inContact business protocols, preferred to remain anonymous – said it’s leaving behind its old premise-based software for a better solution.

"As successful businesses grow, their customer support needs expand and evolve,” said inContact CEO Paul Jarman, in announcing the newest addition to the inContact family. “They outgrow their existing software and face difficult and expensive options to upgrade older technology. Our cloud software is easy to customize and has built-in scalability, for companies to add new customer service channels or to increase agent capacity, without the overhead and maintenance costs that accompany a premise-based system."

According to both parties, the new enterprise customer will implement inContact's proven, multi-tenant cloud solution with Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options. The company was reportedly frustrated by the static and inflexible nature of its existing premise system, and faced significant upgrade costs to grow. Hence, it turned to another cloud leader for answers.

“inContact's ACD features a skills-and-proficiency-based contact routing engine that automatically identifies which available agent is best-suited to handle particular customer service needs,” the company noted in a release. “Priority routing provides a faster and more satisfying experience for both agents and the customers they serve.”

It’s no wonder inContact was chosen, as the company continuously innovates in the cloud and is the only provider to offer core contact center infrastructure, workforce optimization and an enterprise-class telecom network for the most complete customer journey management.