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Multi-National Software Company Selects inContact for Hosted Call Center Services

By Amanda Ciccatelli, TMCnet Web Editor

A multi-national software company has selected inContact for contact routing, hosted call center, and workforce management solutions and services in order to unify the company’s international customer service operations. In the near future, the software company plans to expand is its use of the inContact platform to nearly 250 agents.

The software company supports thousands of product lines through hosted call centers and contact centers worldwide. Before moving to the cloud, the company used many different legacy premise-based systems to link these call centers and contact centers. The contact center manager conducted an extensive search for a single vendor system to replace the multiple systems, add new channel capabilities, and induce growth in the company.

Using salesforce.com for its customer interactions, the software company will integrate inContact with this CRM. The company decided to use inContact’s services because it was certain that inContact’s solutions would deploy quickly in order to meet aggressive deadlines. Additionally, inContact's flexibility enabled the company to deliver calls to the cloud on their preferred carrier.

"With our growing international presence, supported by our global cloud infrastructure, inContact is a very attractive solution to multi-national companies with significant operations around the world," said Paul Jarman, inContact CEO. "We are able to provide an enterprise-class solution to our customers, with all of the benefits of scalability, pay-as-you-go model, and disaster recovery that have become the hallmarks of the cloud delivery model."

Through the use of the inContact Workforce Management (WFM) solution, the software company will be able to strategically manage its distributed workforce with agents working at home and at contact centers around the world. The WFM solution will enable the company to improve agent effectiveness and oversight through monitoring, training and scheduling.

inContact helps contact centers create profitable customer experiences through its cloud-based contact center software solutions. The solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new strategies to improve profit and ensure ongoing customer-centric business growth.