• IVR Service Provider
• Articles

inContact's IVR Offering Helps Land New Client

By TMCnet Staff

Leading cloud contact center software developer inContact had a pretty good year in 2014, and it looks like this year will continue that trend. The company, which won the 2014 CRM Magazine Rising Star Award and deployed a number of new cloud contact center clients, has just announced its latest coup.

inContact reports that one of the largest global Business Process Outsourcers (BPO) in the world is leaving aging premise software in favor of inContact's solution by shifting more than 2,000 agents, spread across several countries, to the cloud.

"Large contact center operations, especially global enterprises, are recognizing the value of inContact's proven multitenant cloud solution," said inContact CEO Paul Jarman, in a statement about the new client. "Outsourcing providers in particular, with very sophisticated service offerings, are looking for agility, flexibility and scalability in the customer service software that is vital to their business. Our ability to capture large enterprise accounts reinforces our confidence in growth opportunities for inContact in 2015."

The new BPO customer (which remained unnamed, as per inContact protocols) reportedly operates in more than forty countries across the globe. The user needed one system to unify all its contact center systems for greater visibility, control and agility.

“The cloud contact center core from inContact includes a multi-channel Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) to route all inbound contacts across channels including voice, email, chat, text and social media messaging,” inContact noted.

In addition, the new customer selected a customized Quality Management suite, featuring multi-media audio recording and desktop screen capture, enabling it to improve its customer experience with better agent monitoring and training.

inContact continues to grab a lion’s share of the market due to its ability to help enterprises around the globe create customer and contact center employee experiences that are more personalized, empowering and engaging.