"As the costs of providing education and professional training rise, education providers look to reduce operating costs," said Paul Jarman, CEO at inContact. "Replacing expensive and inflexible on-premises systems with efficient cloud solutions will make continuing professional education more accessible and contribute to a better educated workforce."
The institution's past on-premises solution was a patchwork of approximately 17 different disparate systems. inContact will provide their new customer with a complete cloud solution to route inbound toll-free calls, emails, chats and voicemails to agents, regardless of the agent's location. Contact center agents are selected based on their assigned skill set, agent availability, and the agent's proficiency for the point of contact's skill type. The skills based omnichannel routing functionality in the cloud will allow the customer to gain the desired efficiencies through a centralized and fully integrated blended inbound and outbound solution.
For outbound communications, the institution will leverage inContact's award-winning Personal Connection™ dialer to increase productivity by seamlessly connecting agents with clients by eliminating the tell-tale pause of typical legacy dialers. Personal Connection's patented technology connects agents at the first greeting and paves the way for better outcomes through higher conversion rates. Callback functionality is also essential to their outbound campaigns. inContact's Promise Keeper feature has the ability to schedule return calls placed by incoming callers. Reliability and efficiency are vital to the everyday effectiveness of their recruiting efforts, as well as communicating to potential students.
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.