SALT LAKE CITY, June 7, 2012 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and contact center agent optimization tools, announced the recent expansion of its cloud solutions across three key existing accounts. Together these three customers will be expanding, over the next couple of quarters, to include more than 900 additional seats of the inContact cloud contact routing solution.

"We initially established a successful beachhead implementation with each of these customers, and we are pleased to be their continued trusted partner," said Paul Jarman, inContact CEO. "The cloud is demonstrating its power to effectively change key performance indicators for our customers – such as contact center profitability, agent effectiveness and customer retention and satisfaction."

The first expansion customer had proven the inContact solution in its sales and service centers in two geographically disparate locations. The company has expanded to additional locations, supporting new sales and service agents in Europe and North America and will deploy inContact as contracts with its legacy premise contact center software provider expires and as the company shifts to a VoIP-based phone system. inContact can layer over any existing PBX solution, both TDM or VoIP, providing a flexible solution for global contact centers of all sizes.

The second expansion customer is a large Business Process Outsourcer (BPO) that has experienced significant growth over the past two years. The company found a niche providing service for  insurance carriers and has established its expertise in the space. When one of the BPO's customers significantly expanded its business, the provider was able to easily ramp up their seats of inContact to meet the demand. In addition to easily scaling their seat counts, the BPO is also able to quickly onboard new agents to handle the growing accounts.

"We see a number of BPOs turn to the cloud to power their business, as it enables them to pay only for the service they use without significant IT support overhead costs," continued Jarman. "They can quickly scale up and down as they add new customers, support seasonality, and bring on new campaigns. This is a very strong market sector where we have seen ongoing growth."

The third expansion customer provides sales and service expertise to support its learning management system (LMS). The company experienced sudden growth through acquisition, and has additional acquisitions planned. After using inContact in its existing facilities over the past year, it was an easy decision for the company to switch its newly acquired agents over to the inContact system in order to ensure consistency in reporting and data integration. With a goal to be the leading LMS provider in its industry, this company sets itself apart through a sales and support experience and inContact has proven to be a key partner in their ongoing growth strategy.

Jarman concluded, "Customer service continues to drive differentiation for leading companies today. We are proud that our cloud solutions are helping to provide our customers with the competitive advantage they need to win in their markets."

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