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Partnership Sure To Cheer Call Center Managers

By TMCnet Staff

Contact center software is nothing without a powerful infrastructure on which it can operate. Similarly, a powerful network is just a collection of metal and plastic without code on both ends to utilize those materials to transmit data. This necessary interplay is the backbone of why the new partnership between inContact and Black Box (News - Alert) Systems makes sense.

inContact, a developer of cloud-based contact center software, and Black Box Network Services, a provider of data and voice infrastructure, recently announced that they will being working together to better meet enterprise demand for call center systems. inContact's comments about the partnership calls the result of the pairing a complete solution that delivers a streamlined product from end to end. For enterprise customers this will include the inContact cloud-based contact center and workforce optimization platforms, as well as network connectivity from Black Box (News - Alert).

Paul Jarman, the CEO of inContact, noted that the two companies will help their business customers deliver a powerful customer experience.

“The inContact and Black Box relationship provides companies with technologically superior cloud solutions as well as industry leading service and support capabilities,” Jarman said. “inContact's advanced and open cloud contact center platform unifies multiple contact center locations and systems in order to streamline operations and improve the customer experience that companies want to deliver.”

Black Box added that this relationship will provide a number of options for enterprises so they can choose the exact features they want and have new infrastructure and software installed at a pace in which they are comfortable. This could be anything from a small to midsize business setup or a nation-wide construction that could tie together multiple call center locations.

One key element of what the companies say they can deliver is the ability to migrate without loss of service. In addition to allowing their clients to pick which infrastructure and software options they need, they can continue to use their legacy systems for as long as necessary before the inContact/Black Box installation is complete.

Part of the announcement mentions inContact's ability to partner with professional service firms and carriers to create the best products for their customers. Over the years, inContact has seen its share of partnerships that include big names such as a Siemens (News - Alert) and Salesforce. Earlier this month, it announced that it began working with Direct Interactions. The latest news regarding Black Box is unique, however, in that it will leverage Black Box's expertise in the field of network infrastructure rather than just offer its own cloud systems for use by other corporations.