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inContact 'Hosts' Personal Connections with Callers

June 18, 2014

inContact, Inc., a provider of cloud contact center software and contact center agent optimization tools, recently announced that its Personal Connection Outbound Solution has been selected by a leader in professional education and training. The client (which was not identified as per inContact protocols) is moving to the cloud and was seeking a solution to improve customer service efficiency and reduce operational costs.

"The ability for outbound contact center agents to immediately and seamlessly connect with potential customers is crucial," said Paul Jarman, CEO of inContact, in a statement. "Personal Connection eliminates the awkward pause caused by outdated technology so that the agent connects with the customer right at the first 'Hello.'"

The Personal Connection Outbound Solution from inContact eliminates awkward delays when greeting a caller while increasing productivity as agents make multiple predictive calls. The solution maximizes agent efficiency and minimizes abandoned calls through a patented pacing algorithm. Agents can make multiple predictive calls, which means better list penetration and dramatically improved productivity.

The solution supports government regulations with real-time dialing list adjustments based on customer actions such as Do Not Call Requests or payment actions taken, thereby avoiding unnecessary and unwelcome dials. Intelligent Call Suppression reviews the number being queued up for dialing to see if it is located in the suppression database. If the record is found, the call is identified as being suppressed and the auto-dialer moves on to the next record.

"As the costs of providing education and professional training rise, education providers look to reduce operating costs," Jarman continued. "By replacing expensive on-premise systems with efficient cloud solutions, it will make continuing professional education more accessible and contribute to a better-educated workforce."

Just a few weeks ago, TMC (News - Alert) reported that inContact's Personal Connection Outbound Solution had won the 2014 CUSTOMER Magazine Product of the Year Award, which recognizes products and solutions that have truly improved the customer experience. 

Edited by Rory J. Thompson

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