Outdoor Recreational Firm to Leverage inConnect Customer Interaction Cloud

By CIOReview | Thursday, April 28, 2016

SALT LAKE CITY, UT: Cloud contact center software provider, inContact, recently revealed that a growing manufacturer and retailer of recreational products has decided to shift its 175 agents from their on-premise contact center system to inContact Customer Interaction Cloud.

Customer Interaction Cloud is an easy-to-use and flexible cloud solution with enterprise-class scalability. It allows companies to scale their operations and forecast staffing needs. "Our new customer is growing quickly by offering top-of-the-line outdoor products to meet consumers' recreational needs," says Paul Jarman, CEO, inContact.

The cloud platform offers Omni-channel routing to connect with customers on their term. It provides cloud driven routing for all interactions across a broad set of channels including inbound/outbound voice, voice mail, email, chat, social media coupled with SMS, IVR, voice portal, self-service.

inContact offers a suite of call center solutions to enable better customer experiences and delivers contact center infrastructure, workforce optimization, and an enterprise-class telecommunications network for complete customer interaction management. It helps contact centers to assist their customers with personalized interactions. The company aims at serving all sizes of contact centers including small, medium, and enterprise; inbound/outbound and blended contact centers in various industries including financial, healthcare, and BPOs.  "Our easy-to-configure cloud solution has built-in scalability, enabling them to rapidly add new customer service channels and increase agent capacity, while offering world-class experiences for both consumers and agents," adds Paul.

The Call Center Software is a suite of tools that helps contact center managers and agents to serve their customers. It incorporates a range of features comprising of automatic call distribution, CRM integration, interactive voice response, workforce management and optimization, coupled with multichannel queues to handle different kinds of customer communications, and reporting.