Hosted call center solutions provider inContact reportedly signed-on three new customers during the month of December – a strong way for the company to wrap up 2009 and hopefully a foreshadowing of an economic turnaround in 2010.

The customers include a telecommunications service provider and 211 services provider, both of which deployed inContact’s hosted call center platform, as well as a Fortune 500 company which deployed inContact’s e-Learning solution as a standalone application.

The Fortune 500 Company, which specializes in cleaning, sanitizing, food safety and infection prevention products and services for the foodservice, food and beverage processing, healthcare and hospitality markets, deployed inContact’s eLearning solution as part of an overall effort to improve its agent training. With inContact’s hosted eLearning solution call center managers can push tailored training and testing directly to agent desktops during lulls in call volume.

Initially the company will implement inContact eLearning in one of several call centers, starting with more than 100 agents – but thanks to the system’s cloud-based architecture it will be able to easily expand its use of the solution across all call center locations.

The telecommunications company, which specializes in service for small businesses and mobile professionals, deployed inContact’s hosted call center platform after it determined that its previous hosted call center provider was unable to meet its service level agreements. Because inContact’s hosted call center solution is delivered via its own, dedicated network that means inContact has full control over application performance plus it can guarantee 99.99 percent uptime for customers.

One of the many advantages of inContact’s on-demand call center system is that it offers flexible deployment options: For example, the telecommunications company uses an outsourcer for call overflow – but thanks to the solution’s Web-based architecture, agents in the outsourcer’s facility can work in the same software environment as agents in the main center. Thus the company’s call center managers have seamless reporting on all agent activity across both locations.

In order to simplify scheduling in both call centers, the telecommunications company also purchased the inContact workforce management solution for over 100 seats. Another key benefit for the telecommunications company is that inContact provides out-of-the-box integration with salesforce.com.

The 211 services provider decided to deploy inContact’s hosted call center solution after it determined that its on-premises system was no longer delivering the features and functionality it needed. The 211 service helps residents find information on jobs, housing, rent assistance, utility assistance, health programs, recreational programs, basic “town hall” services and just about anything else community-related.

With inContact’s hosted call center solution the 211 service now has a highly scalable contact center platform that can deftly handle large spikes in call volume – such as when there is a severe storm or other emergency that could result in a flood of calls coming into the 211 center. Rapid and dynamic scalability is one of many advantages today’s hosted call center solutions have over on-premises systems. The statewide 211 service provider is also making use of inContact’s ECHO customer satisfaction survey tool.

 

'I am pleased to report that these and other recent wins mark a strong finish to another strong year for inContact,' said Paul Jarman, CEO of inContact, in a release. “The number of hosted contact center infrastructure seats is estimated to grow at an annual rate of 35 percent in 2010, and we remain strategically positioned to meet and capitalize on the needs of this rapidly growing market and remain confident that 2010 will be another strong year of progress and performance for our company.”