News : Direct Interactions Selects inContact
Salt Lake City, UT, US, Jan. 29, 2015 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and contact center agent optimization tools, announces Direct Interactions will move its workforce and contact center model to the inContact cloud.
A provider in the outsourced contact center market, the Seattle-based company needed a scalable and reliable solution for their work-from-home staff. Direct Interactions found an ideal partner for its 150 domestic agents with the customizable and scalable cloud solution from inContact.
"Our distributed workforce requires a flexible contact center platform to support the inherent challenges with remote personnel," said Matt Storey, President at Direct Interactions. "We also sought a partner that shares our commitment to creating jobs for all Americans including people with disabilities and military families. inContact solutions enable us to employ virtually anyone, in any location, without the overhead of a running an enterprise solution in house."
Direct Interactions chose first to implement inContact's core cloud solution, built on the multi-channel Automatic Call Distributor and Interactive Voice Response systems, that can easily be scaled up to meet the growing company's needs.
"We are always excited to welcome a new customer to the inContact cloud, but we are especially honored to have been chosen by Direct Interactions," noted Paul Jarman, CEO at inContact. "Their commitment to employing persons with disabilities, and to enabling their employees to work where they live, is a testament to their character as a company and a model for future contact centers."
Posted by Veronica Silva Cusi, news correspondent
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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.
About Direct Interactions:
Direct Interactions’ home-based agent model is a cost effective alternative to offshore and conventional call centers. Through the use of innovative and rewarding business practices we reduce the costs of operations and gain a competitive advantage for our clients.
Published: Monday, February 2, 2015