Insurance Provider Chooses inContact Cloud Contact Center Software

Proquest LLC

inContact, a provider of cloud contact center software and contact center agent optimization tools, announced that an insurance provider has selected inContact to replace legacy software with a cloud solution that will support customer experiences, boost contact center workforce efficiency and reduce operational costs.

According to a release, the centerpoint of the insurance company's new cloud solution will include inContact's Personal Connection Outbound Solution which completely eliminates the awkward delay in outbound calls, by connecting the agent immediately and providing a personalized and natural experience for the customer. This patented outbound technology enables the company to reach out proactively and build relationships, create long-term customer loyalty and capture incremental revenue.

"Personal Connection is a major leap forward in dialing software because it transforms the way companies can engage their customers," said Paul Jarman, CEO at inContact. "We have received excellent feedback from our customers who are using the product and are getting dramatic results in efficiency and effectiveness.

For the customer's 100 agents, inContact noted it will incorporate cloud Automatic Call Distribution (ACD) with skills- based routing and Interactive Voice Response (IVR) as well as Workforce Management (WFM). The company's previous contact center solution was unable to support both inbound and outbound functions from the same system, requiring agents to move to a separate set of desks when alternating between initiatives, wasting valuable time and hindering performance. With inContact's cloud universal queue, agents can be more efficient with a seamless flow of tasks in a single interface. In addition, the company will get automated tools for workforce forecasting and scheduling as well as access to reporting for real-time insight into contact center performance.

Jarman continued, "Enterprises are moving away from rigid contact center solutions with siloed functionality that leads to agent frustration, reduced productivity, and poor customer service. inContact's all-in-one cloud suite helps streamline operations and improve the experience for both agents and customers."

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