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inContact Lauded for Customer-Oriented Solutions

To figure as a finalist in the 2014 CRM Customer Service Leader Awards for contact center infrastructure is an achievement that inContact can be proud of, and it’s a fitting culmination to the company’s efforts to “up” services for its customers with innovative product launches and bold initiatives.

"We are honored to be recognized by CRM Magazine and a team of industry-leading analysts as a rising star and a customer service leader," said Paul Jarman, CEO at inContact.

Vendors were rated by industry analysts and consultants in eight categories over the past twelve months and inContact scored high in company direction, customer satisfaction, and cost. This is not surprising considering the fact that inContact always kept its finger on the pulse of the consumers.

inContact has responded well to customers’ pleas to be immediately heard and responded to with its game-changing ‘Personal Connection’ outbound solution that uses patented technology to eliminate awkward delays in greeting the caller.

This outbound solution leverages the cloud to merge traditional channels with newer interaction channels; agents are thus able to respond immediately, regardless of the channels that customers use. In addition, it enables agents to remain compliant and also increases their efficiency and productivity by allowing them to make multiple predictive calls.

"Customers don't care what channels you support -- they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," said Ray Wang, founder and principal analyst at Constellation Research.

According to industry consultant Sheila Mc-Gee Smith, “Solid product improvements, coupled with strong channel partners with companies such as Verizon (News - Alert) and Unify, have been keys to its growth.”

With multichannel ACD and speech-enabled IVR as its two building blocks; call center management software that helps reduce IT maintenance costs; and virtual call center software that supports at-home agents, globally distributed workforces, and multi-site locations; inContact is aptly viewed as a company on the move.

"This recognition reinforces our strategy of delivering cloud contact center software solutions that increase agent productivity and enable more authentic, more personalized, and more satisfying customer experiences,” noted Jarman.


Edited by Rory J. Thompson