News : Georgia Department of Revenue Moves to the inContact Cloud
SALT LAKE CITY, Oct. 22, 2013 -- inContact (NASDAQ: SAAS), a provider of cloud contact center software and contact center agent optimization tools, announces that the Georgia Department of Revenue has selected inContact to help improve the customer service experience for state residents while reducing operational costs. The Georgia Department of Revenue has five core servicing divisions – taxpayer services division, local government services, compliance division, office of special investigation and motor vehicle services division.
As the principal tax collecting agency for the State of Georgia, the organization must scale to meet dramatic fluctuations in call volume, ranging from 500 calls a day during slower months to up to 5,000 calls a day during tax season. The previous premise-based system required the agency to hire temporary workers in times of peak demand. With inContact's call routing, the Department of Revenue can route calls across its eleven regional locations during periods of high activity, maximizing existing personnel resources and reducing costs related to onboarding temporary staff.
"We needed a contact center solution that could keep pace with the rhythm of our operations, while offering citizens more efficient ways of accessing the information they need," said Michael Long, Chief Information Officer at the Georgia Department of Revenue. "Moving to the cloud with inContact was a no-brainer because the solution scales as our needs evolve, and provides our agents with the latest tools they need to be most effective."
"Government agencies across the country are dealing with harsh budget realities, and yet citizen service expectations are at an all-time high," said Paul Jarman, CEO at inContact. "For a service-heavy organization like the Georgia Department of Revenue, a cloud-based approach to contact center operations can help meet rising demand while saving taxpayer dollars."
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 Georgia Department of Revenue:
Administers tax laws and is the principal tax-collecting agency for the State of Georgia.
Published: Wednesday, October 23, 2013