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inContact's Cloud Solution Set To Connect Contact Centers

By TMCnet Staff

A financial services provider has replaced its old premise system by deploying the inContact cloud solution. This solution provides flexibility to the new customer, which will now leverage the offering to connect two contact center locations with a 100 percent cloud platform.

Eventually, this platform will be used for the blended inbound and outbound service environment. (As per inContact company protocols, the financial services company was not identified by name.)

According to an inContact release, inContact's Personal Connection Outbound Solution will support proactive, outbound calling. This solution is designed to eliminate the delay between the time a customer calls and the time he or she is greeted by an agent.

Agents are able to deliver world class service to customers as they get an automatic screen pop-up with critical customer information.

"Across the financial industry, firms are looking for the most cost-effective way to improve customer service," said Paul Jarman, CEO at inContact. "Cloud technology unifies customer service operations with one system to handle multichannel customer interactions and to seamlessly route calls to the proper agent, regardless of location."

For this particular agreement, inContact will also provide a complete cloud solution that connects the multichannel Automatic Call Distributor (ACD) with customer information stored in the CRM system.

So far, inContact reports, the deployment has improved the efficiency of the financial services provider and delivered several benefits such as better customer relationships and incremental revenue. 

inContact, a provider of cloud contact center software and contact center agent optimization tools, was in news earlier this month when its cloud software platform was chosen by an e-commerce firm. This solution had been chosen to manage real-time changes and improve the efficiency of more than 900 agents.

The software doesn’t require expensive hardware or software and has helped clients increase market share and profitability.

Last month, a new healthcare customer moved its contact center operations to inContact’s cloud from an older, premise-based system.