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inContact's new ECHO Solution Gaining Wider Acceptance

By TMCnet Staff

inContact, a provider of cloud contact center software, has announced that a major utility has chosen its ECHO customer survey solution.

“The ability to obtain feedback from customers is the single most important component to providing a positive customer experience,” inContact  CEO  Paul Jarman said in a statement announcing the news. “While collecting this feedback is crucial, it must be put into the right hands to make it valuable. The ability to quickly distribute it to the agents as actionable information is a benefit of our cloud platform and is what sets ECHO apart.”

The solution will enable the utilities company’s 500 agents to have immediate feedback on how well they’re actually performing. (As per inContact company protocol, the company was not named.) The new system will decrease the turnaround time dramatically, down from five weeks with its old provider down to less than a day with ECHO.

InContact’s solution can survey customers by email at the end or by IVR, while the results of their interactions with customer service are still fresh in their minds. It’s also a good way to gauge how many customers are getting their issues resolved on the first try.

Managers can then use the results to better train their agents on where they can improve when handling customers. inContact also includes automatically generated reports to track agent performance.

In other news, inContact is furnishing what it describes as a “top financial services firm” employing 200 call center agents with its Personal Connection outbound dialing software.

Both moves show how quickly cloud technologies are being adopted in business, even in areas where it would have been unthinkable several years ago, such as customer service. In the past, customer service has been so essential to any customer-facing business that outsourcing or using cloud technologies would have been out of the question, but the ease of administration and the need for fewer people is making the cloud viable for customer service, even in very large organizations.