inContact Bringing Cloud Option to BPO Client

April 13, 2015

Ever since the economic slump that hit the world more than six years ago, a number of industries have taken it on the chin, but none more so than the retail sector. Folks didn’t have jobs or the disposable income that comes with steady work, so spontaneous shopping was out.

But the economic picture has brightened considerably since then, and retailers are seeing a nice uptick in business.

That might be one reason that a leading Business Process Outsourcing (BPO) with a number of retail clients has decided the time is right to move its business to the cloud.

inContact, a leading provider of cloud contact center software and contact center agent optimization tools, has just announced it’s been selected by a rapidly expanding BPO firm for more than 175 agents supporting multiple retail clients.

In a release, the company made clear why the transition is taking place: “This growing BPO [which has not been identified, as per inContact company protocols] is transitioning from a premise solution to the cloud, and needs an enterprise-grade cloud solution in order to customize their services and scale up or down seasonally based on the needs of different clients.”

There were a lot of factors in inContact’s favor for winning the business.

“inContact’s industry-leading cloud contact center solution includes advanced multi-channel routing with the Automatic Call Distributor and Interactive Voice Response system that supports inbound, outbound and blended voice as well as email, chat, SMS, social media and CRM work items,” the company said. “The inContact Agent for Salesforce enables intelligent contact routing so that agents can manage calls and access historical customer data without ever leaving the CRM screen.” Such capabilities help strengthen the relationship between company and customers, which is why more are signing on.

“Working with BPOs is a prime opportunity for inContact because of their high growth model,” said Paul Jarman, CEO at inContact. “They need a contact center solution that can adapt as they win new clients and quickly add new campaigns. The inContact cloud platform is a proven scalable and agile solution that easily adjusts to the flow of a BPO’s business.”

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