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inContact Bringing the Cloud to Healthcare Call Center

July 16, 2014

Cloud computing has always been viewed with skepticism by the healthcare industry, because security is always a concern for these providers that deal with sensitive, private patient data. However, it now appears to be a little less reluctant. inContact has announced that a new healthcare customer is moving contact center operations to the cloud from an older premise-based system.

The managed care provider (which inContact declined to identify, as per company protocols) reports that it has more than 100 customer service agents and provides sophisticated solutions to both payers and providers in the healthcare ecosystem. Needing a platform that was agile and flexible, the customer found that the inContact cloud contact center was a perfect fit.

Contact center operations are not what they were a decade ago; today they add value to customer relationships, help to create new avenues for revenue, and reduce operating costs. Cloud-based contact centers are an attractive option today as they provide access to new features, functions and expertise, allowing businesses to focus their time and efforts on attracting and servicing clients rather than maintaining a technology system.

"The healthcare industry is one of the fastest growing verticals for inContact," noted Paul Jarman, CEO at inContact. "The long-term winners will be those companies who can innovate around customer service while simultaneously reducing the costs to operate — even as they grow."

With the healthcare provider handling more than 5,000 service interactions a day and looking to expand while reducing operating costs, the cost-prohibitive premise-based contact center system proved inadequate and ineffective.

The inContact cloud contact center platform that provides state-of-the-art ACD (automatic call distribution) with the cloud universal queue is expected to streamline work flow and maximize effectiveness.  The healthcare provider will also be able to integrate applications with Salesforce CRM as well as inContact's agent Console for Salesforce.

Increasingly, enterprises are choosing cloud-based contact center services to access a wide range of features and functions that will help it effectively engage with customers across multiple channels of interaction, quickly and more economically. The healthcare industry is slowly following suit.

Edited by Rory J. Thompson

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