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Expanding Healthcare Services Provider Leverages Scalability of inContact Customer Interaction Cloud to Grow by 550 Additional AgentsSALT LAKE CITY, March 30, 2016 /PRNewswire/ -- inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and agent optimization tools, today announced a national healthcare services provider will increase their current inContact solution by more than 550 agents seats and add inContact Workforce Optimization. The flexibility and scalability of inContact's cloud solution allows the company to adapt quickly to changing business requirements and add-on additional agents to better serve their customers. "The healthcare industry is constantly changing and the cloud provides companies the ability to adapt, develop and expand within a dynamic customer service environment," stated Paul Jarman, CEO of inContact. "It is vital for organizations to have a flexible and scalable system to deliver the most personalized and seamless service experience for the members, providers and clients they support." The healthcare provider has utilized inContact Customer Interaction Cloud, employing the multichannel Automatic Call Distributor (ACD) and seamlessl integrated Interactive Voice Response (IVR) since July 2014. After experiencing the tangible business value of the inContact platform, and the cloud's ability to adapt and quickly expand, the customer is now growing operations by adding more than 550 agents to the inContact solution. To accompany this rapid expansion, the company also chose to increase their operational efficiency by selecting inContact Workforce Management solutions, a key component of the inContact Workforce Optimization suite. Increasing their agent count from more than 300 to nearly 900 agents creates new challenges for the growing company and a greater need for overall operational efficiency. inContact's proactive Workforce Management solutions reduces costs by creating accurate staff scheduling forecast models to better manage overages during busy seasons while offering real-time visibility into staffing and call volume levels. Additionally, the company will implement Screen Recording to improve overall customer service quality by combining video with audio recording to create a comprehensive view of customer interactions. Additional Information
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To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/expanding-healthcare-services-provider-leverages-scalability-of-incontact-customer-interaction-cloud-to-grow-by-550-additional-agents-300243085.html SOURCE inContact, Inc. |