SALT LAKE CITY, Oct. 22, 2013 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that the Georgia Department of Revenue has selected inContact to help improve the customer service experience for state residents while reducing operational costs. With eleven regional offices and 500 agents, the Georgia Department of Revenue has five core servicing divisions – taxpayer services division, local government services, compliance division, office of special investigation and motor vehicle services division.
As the principal tax collecting agency for the State of Georgia, the organization must scale to meet dramatic fluctuations in call volume, ranging from 500 calls a day during slower months to up to 5,000 calls a day during tax season. The previous premise-based system required the agency to hire temporary workers in times of peak demand. With inContact's advanced call routing, the Department of Revenue can route calls across its eleven regional locations during periods of high activity, maximizing existing personnel resources and reducing costs related to onboarding temporary staff.
"We needed a contact center solution that could keep pace with the rhythm of our operations, while offering citizens more efficient ways of accessing the information they need," said Michael Long, Chief Information Officer at the Georgia Department of Revenue. "Moving to the cloud with inContact was a no-brainer because the solution scales as our needs evolve, and provides our agents with the latest tools they need to be most effective."Georgia Department of Revenue contact center agents now have access to advanced service features including automatic call-back so customers have the option of not having to hold for the next available agent. The agency will also leverage inContact's workforce management suite to effectively forecast customer demand, manage, and schedule staff, and is exploring the use of inContact's recently released Supervisor On-the-Go iPad app. Currently prioritizing voice and fax functions, the organization is exploring other multichannel services, such as chat and mobile, for the future.