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inContact Extends Contact Center Support to MyFreeTaxes.com During Tax Season

By Calvin Azuri, TMCnet Contributor

United Way Worldwide has selected contact center software provider inContact to optimize the process of filing of taxes for its American customers. inContact will extend its contact center solutions support to the customer support centers for MyFreeTaxes.com, free state and federal tax preparation and filing service.  

In a statement, Lisa Austin, director of operations at United Way Worldwide, said, "To support MyFreeTaxes.com program, we sought a solution that would enable us to connect multiple call centers across the country. inContact allows us to increase our capacity quickly to meet uncertain spikes to call traffic, in a cost-effective way, when we need it. A smart, scalable technology solution like this helps United Way improve the financial stability of low to moderate income families."

An increasing number of American’s are using MyFreeTaxes.com to file their tax returns.  United Way was looking for a robust contact center solution to help address heavy call volumes during peak tax preparation and filing time. Additionally, United Way will use inContact's management dashboard to gain real-time access to call data, and to make necessary adjustments to servicing needs which will help in improving customer quality assurance.

"Our clients have unique needs and we have dynamic cloud solutions that provide measureable results and give them the flexibility to support critical services like MyFreeTaxes.com. By providing our cloud solution to United Way Worldwide, we're pleased to have a part in helping serve the needs of the public during the very busy and stressful tax season,” said Paul Jarman, inContact CEO.

The decision to opt for inContact’s services support was also driven by the proven success of a number of 2-1-1 call centers that use inContact for delivering support to community-based, volunteer-assisted free tax preparation services. inContact’s support will help United Way scale up quickly while providing support during the tax season.

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