inContact to move contact center operations to the cloud

SALT LAKE CITY, USA: inContact announced a leading real estate and facilities management (REFM) company is switching from a premise-based system to the inContact cloud platform.

The current premise-based call center system was not only outdated but also was becoming cost prohibitive to upgrade and maintain. By moving more than 100 agents in multiple contact center locations to the cloud, the company will reduce costs and gain more flexibility and redundancy, as well as implement its first workforce optimization solution.

inContact's cloud platform enables the services firm to unify operations and administration to connect multiple contact center locations as well as remote agents. This need for streamlined processes and simplicity is paramount to the company, which manages thousands of business clients with geographically dispersed locations and responds to over one million service requests annually.

The company also selected inContact due to its ease-of-use, tight CRM integration and single unified platform for intelligent contact routing, workforce optimization, reporting and call recording.