SALT LAKE CITY
May 10, 2012
/PRNewswire/ -- inContact (NASDAQ:
), the leading provider of
cloud-based contact center software
and contact center agent performance optimization tools, today announced it will partner with UMB Bank, n.a., a subsidiary of UMB Financial Corporation (NASDAQ: UMBF), to provide UMB customers with leading customer experience through the inContact contact routing and
customer satisfaction survey
solutions. The solutions will deliver improved service capabilities and enhanced disaster recovery for a reduced cost.
UMB desired to implement industry-leading contact center technology solutions that will assist the bank in providing service differentiation through inbound, outbound, and web support capabilities. UMB's customer service center, located in
Kansas City, Mo.
, will more consistently and cost effectively employ these latest tools, designed to continually improve their customer service operations and agent performance.
"With plans for rapid growth over the next five years, UMB believes that inContact's flexible solution will support expansion in the future," said
, vice president, Contact Center Operations, UMB Bank. "By switching to inContact, UMB Bank will experience flexible technology and timely updates, and enjoy a system that has built-in disaster recovery capabilities through inContact's two geographically distributed data centers."
The company had used a customer survey solution in the past, but found it limited in their ability to focus on specific groups of customers. The inContact
ECHO contact center customer survey solution
enables contact center supervisors to have a faster view into the customer experience, and enable agent coaching based on call recordings and survey data.
"We are very happy to be working with UMB to help them fulfill their strong commitment to customer care," said
, inContact CEO. "As the leading cloud contact center provider, we help our customers leverage the power of the cloud to differentiate themselves based on their customer service offerings."
) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based
contact center software solutions
. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit
UMB Financial Corporation (NASDAQ: UMBF) is a financial services holding company headquartered in
Kansas City, Mo.
, offering complete banking, asset management, health spending solutions and related financial services to commercial, institutional and personal customers nationwide. Its banking subsidiaries own and operate banking and wealth management centers throughout
. Subsidiaries of the holding company and the lead bank, UMB Bank, n.a., include mutual fund and alternative investment services groups, single-purpose companies that deal with brokerage services and insurance, and a registered investment advisor that manages the company's proprietary mutual funds and investment advisory accounts for institutional customers. For more information, visit umb.com or follow us on Twitter at @UMBBank.
inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.