Based in the US, inContact has been providing software solutions using cloud contact centers to help companies all over the glob to generate more customer-centric business. The company has announced its plans regarding their expansion in the client service sector. A variety of companies in the healthcare and BPO sectors have expressed their interest to join the client group of inContact. Cloud-based solutions extended by inContact often facilitates better cost optimization, quality management and effective work flow for clients.
inContact commenced its operations in the US back in 1997. The company acts as a market leader in providing cloud based call center solutions to clients. Due to their excellence in customer interaction solutions, they were recognized with the Technology Pioneer Award and Product of the Year Award in consecutive years of 2012 and 2011 respectively.
Services offered for BPM Customers
Many companies in the BPM sector have been well benefitted by the cloud solutions extended by inContact. Business often looks for cost effective solutions that can make work flow more efficient and effective. Both inshore and offshore customers can benefit out of cloud computing services.
The inContact platform has recently signed an agreement with one of the leading BPO companies on extending services of IVR (with speech recognition) and ACD (with skills-based routing). This enabled the company to scale up and to gain for new campaigns and customers. CTI capabilities, hiring and customer feedback measurement tools, eLearning, reporting, WFM etc are some of the other services offered by inContact. This helps BPM firms to operate in thin margins and with minimal infrastructure facilities.
Healthcare clients and solutions provided
There were five healthcare customers added by inContact during the last quarter of 2012. The new clientele operate basically with regional hospital networks, patient services and pharmacy facilities. They were provided with a modern, cost-effective call center solution that reduces operational costs and improves efficiency to the required extent. Cloud solutions from inContact guarantee rapid response to patient care and hence enhance overall relations with patient and public in general. The main advantages offered by inContact to healthcare customers are:
- Reduction in operational cost
- Improved efficiency
- Improved quality and cost of interaction
- Combine technologies for integrated results
- Maintain a right mix of cost, profitability and elements to gain customer satisfaction
The company has good expectations for the coming years as many new customers are seeking their help for solving critical customer service issues. They plan to come out with more advanced technologies too for serving their customers issues effectively, today and tomorrow. These efforts will ensure the opening of new pathways for customer-centric business improvement and hence increased growth and profit.