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inContact Platform Wins CRM Excellence Award for Improving Customer Relationships

Strategic Insights

— 1 min read

inContact, a leading provider of on-demand customer contact center software and agent optimization tools, has been named a recipient of the 2009 CRM Excellence Award by Technology Marketing Corporation's (TMC) Customer Interaction Solutions magazine. This recognition is a testament to inContact's commitment to helping its clients improve their customer relationship management (CRM) processes. By integrating its call routing Automated Call Distributor (ACD), Interactive Voice Response (IVR), and outbound systems with over 100 CRM solutions, inContact has enabled its clients to streamline their call flow process, reduce call handle times, and improve the overall customer experience.

Key Takeaways:

  • inContact has integrated its platform with over 100 CRM solutions, including Salesforce.com, Microsoft Dynamics CRM, and Right Now Technologies, to improve CRM integration and customer experience.
  • The inContact platform offers all the benefits of a Software-as-a-Service (SaaS) system, easily overlaying an organization's existing telephony system and enabling functional benefits to the customer relationship management process.
  • inContact's CRM integrations have substantially improved the processes of its clients' businesses by facilitating the flow of information needed for companies to retain their most precious asset: their customers.
  • The CRM Excellence Award is based on hard data demonstrating the improvements made by inContact's product in its clients' businesses.
  • Customer Interaction Solutions has been the premier publication in the CRM, contact center, and teleservices industries since 1982.

Statistics:

  • Over 100 CRM solutions are integrated with the inContact platform, including leading solutions like Salesforce.com and Microsoft Dynamics CRM.
  • inContact has customers in approximately 600 contact centers across the globe.
  • The inContact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition to include an online hiring solution, an eLearning and communication application, workforce management functionality, and a customer feedback and survey solution.

Sources:

  • Customer Interaction Solutions magazine (www.uc-mag.com)
  • inContact, Inc. (www.inContact.com)
  • Technology Marketing Corporation (TMC) (www.tmcnet.com)

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