SALT LAKE CITY, Aug. 2, 2012 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, announced that a national bank has selected the inContact cloud blended dialer to power its loan servicing department. The move to inContact will enable the bank to streamline the activities of its agents as they handle inbound and outbound activities.
The bank's loan servicing department handles both inbound calls for application processing, balance checks and credit limit checks, as well as outbound calls for collections. Prior to selecting inContact, the company used separate systems for inbound and outbound interactions, which required agents to toggle into and out of different interfaces, slowing response and dragging down productivity. Additionally, the company had another, separate recording system, which made linking interactions to recordings a complicated task. The inContact blended dialer will enable the bank's contact center agents to automatically transition between inbound and outbound interactions based on pre-determined service levels and the volume of activity in the contact center. The inContact solution will also deliver cloud call recording, enabling the bank to effectively link recordings to customer transactions in the event of a dispute.
Additionally, the bank's previous IVR solution had frequently experienced significant outages. The company used a legacy hosted solution that was housed in a data center, and, rather than a true cloud solution, it was hard for the team to access for maintenance. inContact's true multi-tenant cloud solution is overseen by a strategic network operations team that delivers against the company's uptime guarantee of 99.99%."We are very pleased to welcome another financial services leader to the growing base of customers in the financial industry," said Paul Jarman, inContact CEO. "We know that the contact center is a mission critical part of their business, and want to ensure a streamlined, market leading experience for our customers, enabling them to focus on their strategic business initiatives rather than focusing on technology." Additional Information
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