Legal Consulting Agency Selects inContact Cloud Solutions to Enhance Customer Experience

By CIOReview | Friday, January 8, 2016
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SALT LAKE CITY, UT: inContact, a provider of cloud contact center software, has announced that a legal consulting services company has selected its cloud based solution to enhance the companies’ contact center operations.

With the selection of inContact’s Cloud Contact Center Platform, delivered through the cloud as a Software as a Service (SaaS), the legal consulting agency is able to better serve their growing customer base. The legal consulting agency can also leverage the multi channel capabilities of their Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) system, which offers a screen pop containing necessary account data to agent, supported by inContact’s partner solution with RiverStar Software.

“At inContact, we strive to bring the best technology available to our customers so they may provide an exceptional experience with each client interaction. Through our solutions, service organizations may utilize the services they need, when needed, all on our multi channel platform,” says Paul Jarman, CEO of inContact.
 
RiverStar Software offers the tools and solutions to develop customer focused business process applications that help drive customer loyalty and enhance the customer experience. It also enables clients by delivering meaningful, customer driven interactions at each point within the customer lifecycle.
 
In addition, the legal agency can adopt inContact’s powerful Workforce Optimization (WFO) software suite, which gives a comprehensive view into agent performance through Quality Management, real-time analysis, and ECHO customer feedback. It also allows them to execute Screen Recording to enhance competence and overall customer service quality by merging video with audio recording to create a complete view of customer interactions.