News : SpareFoot Enhances Customer Service Capabilities with inContact
SALT LAKE CITY, June 14, 2012 -- inContact, a provider of cloud contact center software and agent optimization tools, today announced that SpareFoot, a self-storage comparison website, has recognized the benefits that the flexible and integrated cloud contact center environment has delivered to its customers. The contact routing solution from inContact, integrated with Salesforce.com, has enabled SpareFoot to improve service capabilities, enhance scalability, and reduce costs in their service infrastructure.
SpareFoot helps customers search and compare self-storage options in their geographic region, and its agents field inbound calls from customers looking for support in their search. As the company experiences continued growth and peak volumes around moving season, they can now adjust resources and outsource calls to handle larger call volumes and decrease wait times.
"Our customers are the priority, so we are proud to have the scalability and resources to quickly respond and assist our callers," said Chuck Gordon, CEO and co-founder of SpareFoot. "With plans to increase inbound call volume by two-fold this coming year, we needed a technology that can grow along with us and seamlessly integrate into our existing operations, and that's what we found with inContact."
By switching to inContact, SpareFoot has gained the ability to track answer and hold times, seamlessly integrate into existing tools like Salesforce.com, evaluate marketing channel effectiveness, monitor customer data and manage agent scripting and outsourced calls, enabling them to increase efficiency and better serve their customers' needs.
Additionally, the organization can better forecast the number of representatives needed and the number of calls handled per day, and it gives a more complete picture of the needs within the contact center. SpareFoot is finally able to view this complete data set in one central dashboard, and understand which marketing channels have been successful.
Gordon continued, "Now we can actually track what different sources are bringing, how many calls resulted from different marketing channels on the consumer side, and work to plug this into Salesforce.com to track conversion rate as well."
"We are pleased to provide SpareFoot with the flexibility and power they need to address their growth initiatives," said Paul Jarman, CEO of inContact. "As the leading cloud contact center provider, our solutions enable our customers to deliver on their service commitments and create lasting and profitable relationships across their client base."
Posted by Veronica Silva Cusi, news correspondent
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.
Published: Friday, June 15, 2012
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