inContact (NASDAQ: SAAS) said it has added a new state government customer who was seeking to improve citizen satisfaction and reliability for over 100 agents in its service operations.
inContact will provide a 100 percent, end-to-end cloud solution that includes contact centre routing plus workforce optimization, CRM integration and connectivity.
The state agency needed sophisticated contact routing capabilities to ensure that their patrons were seamlessly directed to the appropriate agents spread across the main contact centre, different back office departments or in remote locations. In addition to routing inbound voice contacts, the inContact solution will also handle email, chat and work item interactions, giving the agency the multichannel solution their patrons require.
inContact is the cloud contact centre software leader, helping organizations around the globe create high quality customer experiences. To learn more, visit www.inContact.com.