SALT LAKE CITY, Feb. 16, 2012 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud-based contact center software and contact center agent optimization tools, announced that a leading distributor of nutritional supplements and skincare products selected the inContact contact routing and workforce management (WFM) solutions to help drive the company's international growth.
The company has experienced recent growth and expansion in international markets and wants to ensure that the contact center can support additional sales and customer service calls from around the globe. The company selected inContact to support this international expansion through its voice gateways in London, Hong Kong and the Philippines, and its data centers in Europe. In addition, as this nutritional supplement and skincare provider grows, the contact center will play a larger role in driving sales and overall revenue. The insights delivered through inContact reporting will help them better target their upsell/cross sell strategy and help transform the contact center into a profit center.
"Contact centers have long been viewed as a necessary part of the company, but not a driver of revenue," said Paul Jarman, inContact CEO. "There has been a shift in thinking and strategy that contact centers can indeed be profit centers that empower upsells, cross sells, customer retention and branding. By optimizing staffing and contact routing, the contact center can optimize both the cost and quality of the customer experience."Typically the workforce accounts for more than 70 percent of the expense in any contact center, and maximizing agent effectiveness through monitoring, training and scheduling is key to profitability and customer satisfaction. The nutritional supplement and skincare company wants a broader view and scheduling capability of their contact center agents, and will be able to better support that initiative through application of the inContact Workforce Management solution.