Global Outsourcer Selects inContact to Unify Customer Support Operations
Growing Network of Agents Serves Wireless Industry on International Scale
SALT LAKE CITY, July 16, 2013 /PRNewswire/ — inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading business process outsourcer (BPO) selected inContact to integrate a growing network of agents providing customer support services for the telecommunications industry, including mobile device manufacturers, wireless operators and retailers across six continents.
“inContact allows international BPOs to consistently provide the level of customer service that customers demand while staying within limited budgets. The cloud provides many distinct advantages for outsourcers including the ability to add the latest channels and applications on the fly as quickly as business requirements unfold, allowing BPOs to offer additional value add for clients,” said Paul Jarman, CEO of inContact.
Recognized by Forbes as one of America’s Largest Private Companies, the BPO supports telecommunications companies in over 40 countries and territories. Prior to choosing inContact, the outsourcer depended on multiple on-premise contact center solutions that were unable to scale to meet its growth needs.
With inContact, the global outsourcer will unify data from its contact centers, CRM systems and customer databases to improve caller experience, reduce wait times and associated costs, and ultimately enable its clients to get the right products and services to the right people at the right time. For its customer, inContact will deploy cloud ACD and IVR, with CRM integration to Microsoft Dynamics, across multiple contact centers.
Jarman added, “10 new BPO customers have selected inContact in the first half of 2013 because our solution provides the most flexibility and reliability for outsourcers who need to deliver a superior customer experience to a broad range of markets.”
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inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.