SALT LAKE CITY, Jan. 27 , 2014 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading entertainment company has selected inContact to replace a premise system with a full multichannel contact center supporting over 250 agents. To handle peak season call volumes, the company will have a flexible solution to manage sophisticated contact routing in a multichannel environment.
Stellar customer experience is of utmost importance to this new cloud customer. With the inContact Workforce Optimization Suite (WFO) as part of the complete solution, the company will have advanced tools for continuous improvement and tracking of key performance metrics.
"This world class company is replacing outdated premise software in favor of more scalable and flexible cloud technology," noted Paul Jarman, CEO of inContact. "The combination of both the contact center infrastructure and workforce optimization in the cloud helps future proof their service operations. This gives them the latest features and updates to add new capabilities and to capture performance and customer experience data."The inContact cloud contact center platform will provide state-of-the-art ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) features including the cloud universal queue that intelligently routes voice, email, chat, social and other work items. The inContact Workforce Optimization Suite (WFO) provides quality monitoring, call recording, scorecards, workforce management and more with many interoperable components. The new inContact customer will also be using ECHO, inContact's customer feedback tool for voice, IVR and email surveys. Additional Information
- Get a customized assessment of contact center operations: http://www.incontact.com/assessment
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