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Hosted BPO Sees the 'Light of the Cloud'

By Rory J. Thompson, Web Editor

Business process outsourcing (BPO) is generally the contracting of a specific business task to a third-party service provider. But more recently it has taken on a narrower focus, and in the world of technology it’s become synonymous with contact centers. A BPO is usually implemented as a cost-saving measure for the needs a company requires, and its use as a contact center fits the bill.

If you take the ubiquity of contact centers and add in the convenience and security of the cloud, you have a powerful reason to combine the two. As such inContact, a leading provider of cloud contact center software and contact center workforce optimization tools, has just announced that a fast-moving BPO firm -- with more than 250 call center agents supporting multiple industries -- has selected inContact's complete cloud platform for greater efficiency and expedited growth.

As per usual inContact company protocols, the business preferred to remain unnamed.

“We've seen an upswing in BPO interest for our complete cloud contact center solution over the past year," said Paul Jarman, inContact CEO, in announcing the deal.  "Because the BPO market is highly competitive, they need a solution partner who can provide high flexibility [and] high reliability with an attractive pay-as-you-go cost structure to a fast-growing business.”

And it would seem inContact fits the bill perfectly. The company’s cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system that supports inbound, outbound and blended voice as well as email, chat, SMS, social media and CRM work items.

“This new client selected inContact's powerful Workforce Optimization suite to manage and streamline their contact center operations,” inContact said in a statement. “With inContact cloud WFO, this BPO can improve the efficiency of their agents through detailed performance reporting, scheduling and analysis of key business metrics.”

This is the second big ‘get’ for inContact in as many weeks. Earlier in August, the company announced it had aligned with a major county government to replace its premise-based contact center system with the inContact cloud solution.

Clearly, inContact knows what it’s doing in the cloud and contact center space, and others are taking notice.