Workforce Optimization Software Featured Article

InContact Assists Retail Client with WFO

December 06, 2016

By Casey Houser,
Contributing Writer

InContact, a developer of workforce optimization and contact center software for enterprises, recently announced its involvement with an unnamed global online retailer in the client’s switch to the inContact Customer Service Cloud.

That software platform is expected to help the retailer improve the capabilities of its greater than 700 contact center employees in the U.S. and Europe. Furthermore, this switch from an on-premise style software to the inContact cloud can help the client grow beyond its current means and support an expected addition of 300 agents in six months within various locations in Europe. Gains in agent productivity will draw from improved scalability and reliability of the new service.


Paul Jarman, the president of inContact, spoke in his company’s announcement about those points.

“E-commerce retailers have many touch points with customers that are vital to the success of their businesses,” Jarman said. “The inContact Customer Interaction Cloud offers scalability and a pay-as-you-go model that allows the company to grow globally without any disruptions to their customer service.”

As TMC (News - Alert) has noted in previous features, many companies, including retailers, now look to the cloud to gain a quicker time-to-market for their investments and improved ease of using the same software on desktop and mobile. Software offered as a service also contributes to developers’ collective ability to offer clients lower prices and increased product reliability.

InContact finds itself with this new client as able to assist with goals regarding company expansion and workforce optimization. The latest version of Customer Service Cloud presents an updated user interface for managers and clients. It has increased its analytics capabilities so clients can gain insights about all their incoming and outgoing calls. Its workforce optimization also draws from inContact and NICE software engines to forecast call center demand for upcoming work days and schedule agents according to channels such as SMS and email according to specific agent skills.

The increased load of 300 new agents in Europe will represent a doubling of this client’s workforce. InContact will be expected to handle that demand with ease – a feat the developer’s announcement makes clear is entirely within its grasp.




Edited by Maurice Nagle



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