inContact (NASDAQ: SAAS) said that a major provider of alternative residential energy is moving its contact center operations to inContact´s unified cloud platform.
The company will implement inContact´s cloud solution to more than 200 agents in four contact centers and utilize the functional and flexible cloud-based solution to support its plans for aggressive growth.
The inContact Cloud Contact Center Platform is built on a multi-channel Automatic Call Distributor (ACD) and fully integrated Interactive Voice Response (IVR) system. inContact´s ACD provides a universal, multichannel queue allowing the company to support customers through voice, chat, email and social media. The integrated IVR system offers self-service and automatic call back options during unusually high call volume instances which greatly reduces contact center hold times and improves the overall customer experience.
inContact is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics.