Hosted Call Center Solutions Provider inContact Wins IP Contact Center Technology Pioneer Award
August 18, 2010
Hosted call center provider inContact has won a 2010 IP Contact Center Technology Pioneer Award from Customer Interaction Solutions magazine, a TMC (News - Alert) print publication focused on the call center, CRM and teleservices industries. The award recognizes companies that have produced an innovative, successful IP contact center product or service.
inContact’s hosted call center solutions include ACD with intelligent/skills-based routing; IVR with advanced speech recognition and text-to-speech capabilities; workforce management; customer feedback; and eLearning. These solutions are offered as part of an all-in-one, all-software system, or a-la-cart. The company’s robust, fully-Web-based platform also offers CTI (News - Alert) integration as well as compatibility with the leading CRM systems. In addition the publicly-traded company offers dedicated network connectivity, as well as a hiring solution that helps companies hire the “right” agents for their call centers.
The company claims that its suite of hosted solutions helps call centers to “operate more efficiently, optimize the cost and quality of every interaction, create new pathways to profit, and ensure ongoing business improvement and growth.”
"We're truly honored to be a recipient of this distinguished award," said Jim Tanner, Executive Vice President, Product and Strategy at inContact, in a release. "As the only enterprise-class contact center software provider in the cloud, we have a long history of pioneering innovation in the market. Our strategic platform, pairing leading call routing and workforce optimization capabilities, gives our customers a strategic advantage while enabling them to achieve a faster ROI."
"TMC is proud to distinguish inContact with an IP Contact Center Technology Pioneer Award. The inContact platform has been designed with the needs of the contact center market in mind, and the potential of IP behind it, making it worthy of this prestigious honor," said Rich Tehrani (News - Alert), CEO, TMC. "Technology is the key to the success of any contact center, so it is my pleasure to recognize inContact for bringing superior, groundbreaking technologies to market, while providing high-quality and advanced applications.”
inContact, which sponsors the Hosted Call Center channel on TMCnet, made news earlier this month when it announced a partnership with workforce optimization giant Verint Systems Inc. allowing inContact to integrate Verint’s (News - Alert) workforce management (WFM) solution with its platform.
More recently inContact announced record earnings for the second quarter of 2010, coming in with a 19 percent increase for software revenue. In a quarterly update, inContact’s Chief Financial Officer, Greg Ayers, said revenue for the software segment increased to $8.3 million, and attributed this growth in part to its customer retention. Ayers stated that inContact retained 92 percent of its existing customers in the second quarter, only experiencing a 3 percent reduction of its customer base.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard
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