The Global Association for Contact Center Best Practices & Networking

SALT LAKE CITY, Sep 15, 2010 - inContact, a provider of hosted call center software and call center agent optimization tools, announced today that Calif.-based Alameda Alliance for Health (Alliance) has implemented the company's hosted call routing, interactive voice response (IVR) and outbound dialing solutions. The inContact technology is expected to help the Alliance meet their aggressive customer service goals for their more than 110,000 members and 1,700 health care providers.

"We receive more than 200,000 calls from both members and service providers annually," explained Ingrid Lamirault, Alliance chief executive officer. "We need a modern, cost-effective call center solution with tools to accommodate our anticipated membership growth due the state's expansion of managed care for its Medi-Cal beneficiaries and changes from federal health care reform expected as early as 2013."

Before implementing the inContact system, the Alliance had an outdated premise-based system that made configurations and accessing data very difficult, and also limited the company's ability to scale quickly or fully utilize technology to meet growing demands. The Alliance selected the inContact system for three primary reasons: to provide better service to its members via skills-based call routing, to strengthen its ability to communicate in a timely and efficient fashion using customizable messages, and to add outbound campaigns for the first time.

inContact now links the agents in each department on the same system, seamlessly routes the calls to the right agent trained to take each particular call, and provides a pay-as-you-go pricing model with the ability to expand without adding new equipment.

"Through many implementations, we know how to help our customers meet their business goals. The Alliance contract demonstrates how we can help our customers utilize the technology to meet the needs of their customers," said Durinda Biesman, senior vice president, Global Service Delivery for inContact."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.marketwatch.com

About inContact:
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.