inContact, a provider of on-demand call center software
and call center agent optimization tools, announced that a multi-billion dollar
retailer has selected the inContact cloud call routing solution to power its
100-agent inbound call center functions, including customer service, sales, and
As a leading provider and household name,” this company
has always strived to deliver a high quality experience that reflects its brand
values in its product offerings, both online and at retail locations.
The company identified limitations in their legacy
contact center systems that restrained that customer experience. The issues
included lack of support for additional contact channels, the inability to make
fast, on-demand changes to support new products, campaigns and markets and very
limited reporting that couldn’t provide insight into the effectiveness of
contact center operations.
The company faced a significant capital investment to
upgrade their existing premise system, and instead made the strategic decision
to move its call center functions to the cloud on the inContact platform.
Some of the world’s most respected brands are moving to
the cloud to provide a compelling competitive advantage and ensure a high level
of branded service,” said Paul Jarman, CEO, inContact.
By making a strategic move to the cloud, this company can
create a differentiated and profitable customer experience while dramatically
reducing operational costs and improving efficiency.
In fact, a recent study by Frost & Sullivan found
that contact centers can lower the cost of their contact handling and workforce
optimization infrastructure by up to 43 percent over a five-year period by
utilizing cloud-based offerings rather than installing equipment in their own
The company selected inContact based on its powerful
interaction scripting, intelligent reporting and the ability to
cost-effectively route the right calls to the appropriately skilled agents via
More than ever, the world’s leading brands are turning
to the cloud and to inContact to ensure that their customer service solutions
are flexible, relevant and customer-centric, ensuring a consistent level of
service excellence into the future,” Jarman added.
inContact recently announcedthe growth of its business process outsourcer (BPO) client base with the
addition of a growing BPO that caters specifically to food service companies.
The new client will initially use 100 seats of inContact
cloud call routing and workforce management (WFM) software, but anticipates
significant growth that could rapidly increase usage.
By Telecomlead.com Team