inContact's Multichannel Solutions Lauded by Ovum
October 02, 2013
A decade ago, the words “multichannel support” may not have made much sense, but today, with customers using chat, e-mail, communities, forums, social media and the like to communicate, they have tremendous significance. In fact, any contact center that fails to cater to these forms of interaction cannot hope to compete in this growing communications market.
Ovum (News - Alert), acknowledging the inroads that these channels have made in the customer communication landscape, knows the value of multichannel cloud solutions and how they empower enterprises. As such, it notes that inContact has earned a place in the report’s shortlist category for featuring leading solutions that have been widely accepted as “best of breed” in the market.
"The findings in the Ovum report reinforce the fact that multichannel cloud solutions empower enterprises to deliver the highest levels of personalized customer service within a flexible, reliable, cost-effective infrastructure,” said Paul Jarman, CEO at inContact.
Ovum’s assessment of inContact, a well-known provider of cloud contact center software and contact center agent optimization tools, appears to be well-founded.
inContact has focused on the “multichannel factor” and has taken advantage of it by building cloud call center solutions on its flexible cloud contact center platform. These cutting-edge contact center solutions include automatic call distribution (ACD), interactive voice response (IVR) and workforce optimization, all of which have significantly reduced operating costs.
According to inContact customers, they also benefited from the contact center’s virtual call center platform, optimized workforce scheduling and CRM integration, which were scalable and easy to deploy.
Moreover, in the market impact category, inContact led all other vendors in four of the six segments. It also fared well and scored high in technology assessment. Ovum also was impressed with inContact’s back-up data centers and network operating centers.
"To be recognized as a leader in this dynamic market is incredibly gratifying, and we want to thank all of our customers who participated in the report and validated the services we deliver to them every day," said Jarman.
Given that enterprises of all sizes are migrating rapidly to the cloud, inContact’s “open-door policy” of listening, understanding, innovating and delivering according to specific needs, is likely to take a leap.
Edited by Rory J. Thompson
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