inContact has announced that a leading multi-national software company has selected its contact routing and workforce management solutions to unify the company’s worldwide customer service operations. In the coming months, the company intends to ramp its use of inContact’s platform to nearly 250 agents.
Prior to moving to the cloud, the software company – which supports thousands of product lines – was using several different legacy premise-based systems to link its contact centers around the world. The company’s contact center management team conducted a thorough search to find a single vendor system to replace and unify the multiple systems, add new channel capabilities, and ready the company for continued international growth.
inContact was chosen to support the software company’s multi-location and at-home agent deployments across the globe. Since the company uses salesforce.com at the core of its customer service interactions, inContact’s integration with this CRM, along with its ability to rapidly deploy solutions to meet aggressive timelines, were decision-making factors. inContact’s flexibility additionally allowed the company to deliver calls to the cloud on its preferred carrier, and inContact’s Workforce Management solution will be able to strategically manage the software company’s globally distributed workforce for maximized agent efficiency and improved supervisor oversight.
inContact enables contact centers throughout the world to create profitable customer experiences through its robust portfolio of cloud-based contact center software solutions. inContact’s solutions and services allow contact centers to operate more efficiently while optimizing the cost and quality of each customer interaction, creating new avenues to profit and ensuring continuous customer-centric business improvement and growth.
For more information, visit the company’s Web site at www.inContact.com
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