SALT LAKE CITY, March 4, 2014 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced the addition of a new state government customer who was seeking to improve citizen satisfaction and reliability for over 100 agents in its service operations. inContact will provide a 100%, end-to-end cloud solution that includes contact center routing plus workforce optimization (WFO), CRM integration and connectivity.
The state agency needed sophisticated contact routing capabilities to ensure that their patrons were seamlessly directed to the appropriate agents spread across the main contact center, different back office departments or in remote locations. In addition to routing inbound voice contacts, the inContact solution will also handle email, chat and work item interactions, giving the agency the multichannel solution their patrons require.
"inContact is a great fit for state and local government," said Paul Jarman, CEO at inContact. "These agencies are looking to the cloud to upgrade their services, to reduce costs and to improve efficiency. Of course, they also need a high-reliability and high-security system that is now proven in the cloud model. We are 100% cloud focused, and we have a 10-year track record of providing the performance and scalability required in the public sector."
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