One of the largest hotel groups in the world is now using inContact’s hosted call center solution for its customer service and sales divisions.

 

According to a press release, the company decided to abandon its legacy, on-premises call center system in favor of inContact’s hosted platform because of its intelligent call routing and out-of-the-box integration with Salesforce CRM.

 

Because inContact’s hosted call center solutions are delivered via the software-as-a-service model, which means they are fast and simple to deploy. All that is really needed are the computers and a high speed Internet connection. This, combined with out-of-the-box integration with Salesforce and other leading CRM systems, as well as databases, means a full-featured call center system can be deployed in a matter of days or weeks, as opposed to months.

 

What’s more, because the system is delivered as a managed service, inContact takes on responsibility for application performance, including maintenance and troubleshooting of hardware and infrastructure. This, in turn, significantly reduces the strain on a company’s IT department.

 

According to inContact, the implementation, along with the Salesforce CRM integration, will substantially reduce call handle times: Prior to making the switch it took an average of four to five minutes for an agent to call up pertinent customer information from the CRM database, because the agent had to manually locate the customer’s file, verify their account and log the issue. With the inContact hosted call center solution, this information is “screen popped” to the agent the moment the customer calls in.

 

Now, agents have instant access to customer-specific information, such as existing reservations, frequent guest status and past booking preferences, thus providing an efficient, customized, superior level of service.

 

“We are extremely pleased to have been chosen by this globally recognized lodging and hospitality company to provide our solutions into one of their U.S. divisions,” said Paul Jarman, CEO of inContact, in the release. “Over time, we hope to expand within both this customer’s franchise as well as within this large industry sector as a whole.”

 

“With the growing emphasis on the customer experience, more and more companies are turning to inContact to quickly deliver solutions to meet their customer service goals,” he added. “Our -integration with leading CRM solutions and our simple to use and deploy software-as-a-service platform enable us to quickly and simply improve our customers’ call centers, solve problems and deliver a rapid ROI.”