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Online Retailer Selects inContact for Call Center and Outsourcing Services

Online Retailer Selects inContact for Call Center and Outsourcing Services

April 25, 2012
By Amanda Ciccatelli, TMCnet Web Editor

Provider of cloud contact center software and contact center optimization tools, inContact, today released that an online retailer selected inContact to power its customer support contact center.


With a staff of 200 agents, the retailer has dramatically grown through acquisition, leaving it with four contact center locations that didn't work together or enable them to leverage the pool of agents across all brands. The company leverages an outsource contact center provider that used a separate system, providing limited visibility into the entire contact center operation.

The company has selected inContact to power its contact center operations due to scalability, integration with RightNow Technologies (News - Alert) CRM, support for multi-site locations, and redundancy.

To improve the retailer’s contact center operations, inContact can quickly scale to meet demand, during predictable holiday swings or other peak call times, ensuring that the retailer pays only for the capacity they need. Integration with RightNow Technologies CRM, the inContact CRM Plug-in Agent for RNT, enables the retailer's agent to deliver the most intelligent and personalized service experience.

inContact's cloud platform enables the retailer to create a unified service process across multiple contact center locations, including outsourcers. The geographically redundant data centers ensure that the retailer is available to its customers whenever they choose to shop all year round, 24 hours a day, and seven days a week.

Paul Jarman, inContact CEO, said in a statement, “As the cloud contact center leader, inContact has a proven track record helping retail customers cost-effectively support significant seasonal shifts and multiple locations, while delivering a powerful, branded service experience.”

inContact helps contact centers all over the world create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services enable contact centers to create new pathways to profit and ensure ongoing customer-centric business improvement and growth. 




Edited by Jennifer Russell



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