inContact Tapped to Support Fortune 500's Call Center in Division Launch
May 04, 2011
By Linda Dobel, TMCnet Contributor
To support the launch of a new consumer products division, a Fortune 500 wireless communications company has put its confidence in cloud-based contact center solutions software provider inContact.
The inContact platform, with its integration to Salesforce, will be utilized by the wireless firm to quickly implement a call center to support the new division’s growth projections.
The wireless carrier, it was reported, expects the inContact-Salesforce integration will enable it to differentiate service based on customer type and provide its agents with customer data “screen pops.” The goal of deploying the inContact-Salesforce solution is reportedly to enhance the effectiveness of the service experience.
To that end, the wireless carrier’s call center management team will implement inContact’s robust monitoring, recording, and visibility solutions to track the performance of agents at its outsourced call center provider as a means of achieving its aggressive goals for delivering the highest quality customer service.
“It’s clear that inContact is no longer a solution only for small to midsized call centers,” said Frank Maylett, inContact EVP of Sales, in a statement. “Year to date, we have announced that four new Global and Fortune 500 companies have selected inContact, bringing the total of 24.”
According to Maylett, a recent total cost of ownership (TCO) study from Frost & Sullivan (News - Alert) clearly shows “the TCO of cloud-based solutions actually improves as the call center size increases, and we see that more enterprise customers are moving to the cloud for the powerful and cost-effective benefits our solution provides.”
In related news, inContact will conduct a conference call on Thursday to discuss its financial results for first quarter 2011.
Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.Edited by John Lahtinen