inContact have announced that a new healthcare customer is moving contact centre operations to the cloud from an older premise-based system. Already handling over 5,000 service interactions per day, the healthcare provider is expanding to deliver additional services while looking for ways to reduce operating costs.
The new inContact customer has over 100 customer service agents and provides sophisticated solutions to both payers and providers in the healthcare ecosystem. Known as a pioneer and innovator in online managed healthcare, the company recognizes the agility and flexibility of the cloud compared to cost-prohibitive premise systems.
“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.”
The inContact cloud contact center platform will provide state-of-the-art ACD (Automatic Call Distribution) with the cloud universal queue which routes calls and other multichannel contact types—including Salesforce cases—directly to agents, streamlining work flow and maximizing effectiveness. To complete the solution, the new inContact customer will also get cloud-to-cloud integration with Salesforce CRM, as well as inContact’s Agent Console for Salesforce.
For additional information visit the inContact Website