County Contact Center to Support More than One Million Residents with inContact Cloud Customer Service Solutions

  • Cloud
  • 13.08.2015 01:00 am

inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announces a major county government is replacing their premise-based contact center system with the inContact cloud solution. The county will implement inContact's cloud platform with 300 agents initially, with the expectation to expand operations and customize their contact center system to provide optimal customer service to their growing resident population.

The county's transition from its aging premise system centers around inContact's customizable and agile cloud system. TheAutomatic Call Distributor (ACD) and Interactive Voice Response (IVR) are the core building blocks of the inContact cloud platform with skills-based multichannel routing to ensure citizens' needs are addressed by the ideal agent in the most efficient manner. The flexibility provided by inContact's cloud platform will enable their new customer to add agents, including the ability to reduce operating costs by employing at-home agents.

"We are seeing an increase in government agencies moving to the cloud and transitioning from expensive capital investments to the flexible, pay-as-you-go billing model available with cloud solutions," said Paul Jarman, CEO at inContact. "The public sector is placing a premium on excellent customer service and it is more important than ever for government contact centers to leverage the benefits of scalable solutions that can quickly meet their evolving needs."

inContact's newest state and local government customer also selected a customized suite of Workforce Optimization (WFO) solutions designed to boost agent productivity and overall operational efficiency. With inContact WFO powered by Verint, the county will gain insight into their contact center processes and identify improvement opportunities through audio recording and video screen capture of each resident interaction. Integrated eLearning and coaching management are keyQuality Management elements included in the county's customized solution and are critical components to improving and refining an excellent resident experience.

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