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Cloud contact center solution will support multi-channel customer service for health industry clients
SALT LAKE CITY, Jan. 9, 2014 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a leading health management solutions company has selected inContact to unify contact center operations across ten locations and 200 contact center agents. The company supports a broad spectrum of healthcare providers, payers and their patients with technology-enabled management services.
Driven by healthcare reform and value-based delivery models, companies across the industry are looking at ways to transform their management and patient care systems. This service provider was seeking a partnership with a leading contact center company to implement a flexible and scalable multi-channel solution. inContact was selected over other premise and cloud competitors, and will provide inbound, outbound voice support, chat, voicemail and additional contact channels in the future.
"We are proud to be associated with this new customer," said Paul Jarman, CEO at inContact. "They are at the forefront of a major shift in our society, and they have a strong, values-driven mission and purpose. They apply their experience and expertise in care delivery to help hundreds of clients across the United States. Ultimately they touch the lives of millions of patients and healthcare professionals."
With inContact's cloud contact center solution, the health services company will get more functionality and scalability in a unified platform that includes Automatic Call Distribution (ACD), Interactive Voice Response (IVR), an automated call-back option for callers as well as integration with the customer database. Agents will utilize inContact's cloud universal queue in a blended inbound/outbound environment with intelligent routing of incoming calls, screen pops of customer information, and automated outbound dialing. inContact meets stringent requirements for security and reliability as well as provides advanced Quality Monitoring plus voice and screen recording.
inContact (NASDAQ: SAAS) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. inContact is 100% focused on the cloud and is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North American Cloud Company of the Year in Cloud Contact Center Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com.
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