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inContact Aids Call Center With Unique Workers

By TMCnet Staff

One of the largest, most productive yet untapped workforces in America today is the disabled. Those who face challenges in their life have shown time and again to be loyal, hardworking employees who only need a chance to prove themselves. So it makes sense that Direct Interactions, a company that delivers customer interaction solutions utilizing staff that work from home, would choose to partner with cloud contact center software leader inContact.

It was just announced that Direct Interactions would move its unique workforce and contact center model to the inContact cloud. A leader in the outsourced contact center market utilizing the physically challenged, the Seattle-based company needed a scalable and reliable solution for its work-from-home staff.

“Direct Interactions found an ideal partner for its 150 domestic agents with the customizable and scalable cloud solution from inContact,” the company said in a statement.

"Our distributed workforce requires a flexible contact center platform to support the inherent challenges with remote personnel," said Matt Storey, president of Direct Interactions. "We also sought a partner that shares our commitment to creating jobs for all Americans including people with disabilities and military families. inContact solutions enable us to employ virtually anyone, in any location, without the overhead of a running an enterprise solution in house."

Direct Interactions will initially implement inContact's core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems, which can easily be scaled up to meet the growing company's needs.

"We are always excited to welcome a new customer to the inContact cloud, but we are especially honored to have been chosen by Direct Interactions," noted Paul Jarman, CEO at inContact. "Their commitment to employing persons with disabilities, and to enabling their employees to work where they live, is a testament to their character as a company and a model for future contact centers."

Direct Interactions delivers customer interaction solutions that utilize staff that work from home. The company was selected as 2014 Employer of the Year by Neurological Vocational Services of Harborview Medical Center and the University of Washington, and named 2014 Partner of the Year by AtWork! of Bellevue, for its efforts to hire people with developmental disabilities in King County, Washington.