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IVR One of Many Upgrades inContact Offers

By TMCnet Staff

They say that in business you’re only as good as your most recent success, but if cloud call center leader inContact is any indication, the company is on a good roll.

Citing the company's “full-featured cloud solution, stellar customer support, and commitment to innovation,” inContact was recognized by Frost & Sullivan (News - Alert) (F&S) with the 2015 North American Frost & Sullivan Award for Customer Value Leadership.

“InContact, a pioneer in the cloud contact center industry, consistently strives to go above and beyond what premise-based leaders have delivered for years,” F&S said in a statement. “The firm has one of the strongest portfolios of contact center solutions in the cloud featuring the entire range of contact center functionality.”

The recognition makes sense, as enterprises worldwide have come to appreciate the price and performance benefits of using inContact's cloud solutions. “Customers can deploy a plethora of features and applications without having to fund on-premise installations,” inContact notes. In addition, the company’s pay-as-you-go pricing model enables businesses to fund contact center expenditures out of OpEx rather than CapEx funds.

"InContact's strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market," said F&S Principal Analyst Nancy Jamison. "First, the all-in-one, multi-tenant approach does away with the integration hassles found in on-premise deployments; [and] second, the company has resolved cloud reliability issues head-on."

F&S further noted that some of the unique features offered by the company have also helped, citing inContact's ‘Personal Connection’ outbound dialing solution (which does away with the notable ‘pause’ that some dialers make), which in turn helps push connection rates up.

"The company's commitment to superior client experience through flexible ongoing professional services, business consulting, technical support, education and training is indeed laudable,” Jamison said. "At this pace of innovation and development, inContact will continue to expand market share and net key competitive wins.”