SALT LAKE CITY, Feb. 4, 2013 /PRNewswire/ -- Many Americans have already received their W-2 Forms, so they know it's that time of year again – tax season! To help more Americans file their taxes this year, United Way Worldwide chose inContact (NASDAQ : SAAS ), a leading provider of cloud contact center software and contact center agent optimization tools, to power its customer support centers for MyFreeTaxes.com, a free state and federal tax preparation and filing service for qualified individuals.
Given the growing popularity of MyFreeTaxes.com, United Way Worldwide sought a proven contact center solution that could scale quickly to meet heavy call volumes during peak tax preparation and filing times. Further, the organization can leverage inContact's management dashboard to access real-time, comprehensive call data, adjusting servicing needs for greater customer quality assurance.
"To support MyFreeTaxes.com program, we sought a solution that would enable us to connect multiple call centers across the country. inContact allows us to increase our capacity quickly to meet uncertain spikes to call traffic, in a cost-effective way, when we need it," said Lisa Austin, Director of Operations, United Way Worldwide. "A smart, scalable technology solution like this helps United Way improve the financial stability of low to moderate income families."
Another key factor in selecting inContact was the fact that many 2-1-1 call centers, which already support community-based, volunteer-assisted free tax preparation services, already use and benefit from inContact services. By harnessing the power of inContact, United Way Worldwide realized they could quickly and easily scale to support American individuals and families who need tax help.
"Our clients have unique needs and we have dynamic cloud solutions that provide measureable results and give them the flexibility to support critical services like MyFreeTaxes.com," said Paul Jarman, inContact CEO. "By providing our cloud solution to United Way Worldwide, we're pleased to have a part in helping serve the needs of the public during the very busy and stressful tax season."
About United Way
United Way is a worldwide network of community-based organizations in 41 countries and territories, including more than 1,200 in the U.S. It advances the common good by focusing on education, income and health – the building blocks for a good quality of life. United Way recruits people and organizations who bring the passion, expertise and resources needed to get things done. LIVE UNITED® is a call to action for everyone to become a part of the change. For more information about United Way, please visit: www.UnitedWay.org.
inContact (NASDAQ : SAAS ) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contact center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.