SALT LAKE CITY
March 7, 2012
/PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of
cloud-based contact center software
and contact center agent optimization tools, announced that a leading multi-national software company selected the inContact contact routing and workforce management solutions to unify its global customer service operations. The company has plans to ramp its usage of the inContact platform to nearly 250 agents in the coming months.
The software company supports thousands of product lines through multiple contact centers around the globe and, prior to moving to the cloud, was using several different legacy premise-based systems to link these centers. The contact center management conducted an extensive search for a single vendor system to replace and harmonize the multiple systems, add new channel capabilities, and future-proof the company for growth.
The software company selected inContact to support multi-location and at-home agent deployments around the world, using a "follow the sun" routing strategy. The company uses salesforce.com at the heart of its customer interactions, and so inContact's integration with this CRM as well as its ability to get the solution rapidly deployed to meet an aggressive timeline were key factors in the decision. Additionally, inContact's flexibility enabled the company to deliver calls to the cloud on their preferred carrier.
"With our growing international presence, supported by our global cloud infrastructure, inContact is a very attractive solution to multi-national companies with significant operations around the world," said
, inContact CEO. "We are able to provide an enterprise-class solution to our customers, with all of the benefits of scalability, pay-as-you-go model, and disaster recovery that have become the hallmarks of the cloud delivery model."
With agents working at home and at multiple contact centers around the globe, the software company will be able to strategically manage its distributed workforce through the use of the inContact Workforce Management solution. The WFM solution will enable the company to maximize agent effectiveness and improve supervisor oversight through monitoring, training and scheduling.