Contact Center Quality Management Featured Article

Cloud contact center software leader inContact has added another feather to its cap with word of a contract award by a major metropolitan city that has selected inContact for its call center needs. According to both parties, inContact's flexible and scalable cloud platform will help the local government meet the demands of population growth that is expected to exceed 30 percent over the next decade. In keeping with inContact company protocols, the city was not named.

"With the demand for government transparency growing, and a sincere desire by public entities to meet this demand, government contact centers are looking for flexible solutions that can be quickly scaled up or down to meet their evolving needs,” said inContact CEO Paul Jarman, in announcing the contract award.

As part of the city's transition away from its aging premise system and onto something that can keep up with the anticipated growth, inContact will provide a customizable and agile cloud system.

The company’s Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) options are the core building blocks of the inContact cloud platform, along with skills-based multichannel routing to ensure that citizens' needs are addressed by the ideal agent in the most efficient manner. “Government agencies are moving to the cloud to transition from expensive cap-ex investments to a more flexible, pay-as-you-go op-ex billing model with built-in flexibility to quickly activate on-call and at-home agents as needed,” inContact said in a statement.

As a cloud contact center software leader, inContact helps organizations around the globe create customer and contact center employee experiences that are more personalized, empowering and engaging. As such, inContact continuously innovates in the cloud providing workforce optimization plus an enterprise-class telecommunications network for the most complete customer journey management.