inContact Workforce Management will enable the BPO, and their clients, to balance employee needs and staffing levels with customer satisfaction and call volume levels. Empowered with detailed views of predicted and actual traffic, combined with service-level statistics and key performance indicators, the BPO will enable its clients with real-time visibility into staffing and call volume metrics. This valuable business intelligence provides instant information needed to meet their customer service commitments.
The BPO chose to expand their inContact solution set for its ease of use and speed to production. The combination of the cloud and workforce optimization tools increases agent efficiencies and reduce agent churn, resulting in consistent customer experiences for its clients.
inContact (NASDAQ: SAAS) is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. inContact continuously innovates in the cloud and is the only provider to offer a complete solution that includes the customer interaction cloud, an expert service model and the broadest partner ecosystem. Recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, inContact supports over 6 billion interactions per year for enterprise, midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com.
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SOURCE inContact, Inc.