Insurance Provider Chooses inContact Cloud Contact Center Software and Award-Winning Personal Connection Outbound Solution
PR Newswire Association LLC |
The centerpoint of the insurance company's new cloud solution will include inContact's revolutionary 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
For the customer's 100 agents, inContact 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 robust 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."
Additional Information
- See the Personal Connection video and download the whitepaper "Outbound Calling: Superior Productivity & Customer Experience Unite"
- For more information cloud ACD, IVR and Workforce Optimization, visit our solution finder
- Follow @inContact on Twitter
- Become a fan of inContact on Facebook
About inContact
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