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inContact Cloud Portfolio Supports Growth Strategy of Regional BPO

By Amanda Ciccatelli, TMCnet Web Editor

There is no doubt that technology can provide businesses with the competitive edge they need to succeed. Today, many businesses are adopting cloud-based applications to improve agility and reduce IT and equipment requirements. Cloud-based applications are hosted in a secure data center maintained by a service provider and delivered as an easy-to-use suite, thus providing several advantages to businesses of all types.

Specifically, a cloud-based contact center can enable businesses to meet and exceed customer expectations, while drastically improving operational efficiency. A cloud-based contact center is a hosted environment that enables users to perform product support, answer inquiries, collect payments and complete sales via Internet connection.

inContact, a provider of cloud contact center software and contact center agent optimization tools, has revealed that Superior Contact, a division of TelNet (News - Alert) Worldwide, will deploy the inContact cloud portfolio.

"Companies are turning to inContact to power customer care excellence as a growth strategy and help them build scalable, efficient and integrated operations,” said Paul Jarman, inContact CEO, in a statement.

The organization helps contact centers create profitable customer experiences through its portfolio of cloud contact center software. Its solutions not only optimize the cost and quality of customer interactions, but create new pathways to profit and ensure business growth.

Superior Contact provides customized contact management programs including 24/7 live inbound/outbound customer care and sales support, automated payment processing, Web, e-mail and live chat program support.  With a strategy to expand into healthcare and retail markets, the company needed a platform that could deliver the agility required to bring on new programs and customers. After conducting an analysis, it determined a move to the cloud was essential to enhance customer service.

"We've built our business on providing high-touch boutique services to key customers in the energy and telecommunications markets, but we are ready to expand," added Jackie Barry, director of Superior Contact.

With inContact, Superior Contact can execute programs faster and add capabilities including Web chat, queue call back and outbound proactive service. Additionally, the functionality provides training opportunities to boost agent performance and customer satisfaction, improving overall service.

Barry continued, "We've invested in the latest technology to continue our exceptional customer service, and look forward to the added capabilities of the inContact platform, allowing us to enhance our level of service and scale it as we continue to grow."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.