SANTA CLARA, Calif.,
Jan. 4, 2017 /PRNewswire/
-- Based on its recent analysis of the hosted/cloud automatic
call distribution (ACD) and workforce optimization (WFO) market,
Frost & Sullivan recognizes inContact with the 2016 North
American Frost & Sullivan Award for Market Leadership in the
Hosted/Cloud ACD and WFO markets. inContact made impressive strides
in the hosted/cloud ACD market, gaining two percentage points to
achieve a 10.5% market share in 2015. It made similar
year-over-year progress in the WFO segment, growing from 8.2% in
2014 to 10.4% in 2015.
inContact is one of the original cloud contact center providers
and unlike many others, is solely focused on the cloud. It has
steadily grown in size, installed base, and brand equity since it
released its first cloud contact center in 2003. inContact achieved
this success by addressing the challenges facing cloud providers
and rapidly expanding its core and peripheral contact center
functionality.
"While internal R&D and assets from acquisitions fuel its
product stack, the acquisition of inContact by NICE has brought a
new set of capabilities to the company," said Frost & Sullivan
Principal Analyst, Nancy Jamison.
"NICE's expansive R&D assets and intellectual property
portfolio, along with a broad array of WFO capabilities, ensure
that inContact customers will have an increasingly rich toolkit for
their contact center operations."
For its success in implementing its astute organic and inorganic
growth strategies, Frost & Sullivan is pleased to present
inContact with the 2016 North American Frost & Sullivan Award
for Market Leadership in the Hosted/Cloud ACD and WFO markets.
Each year, Frost & Sullivan presents this award to the
company that has developed an innovative element in a product by
leverage leading-edge technologies. The award recognizes the
value-added features/benefits of the product and the increased ROI
it offers customers, which in turn raises customer acquisition and
overall market penetration potential.
In 2016, inContact delivered three major updates to its Customer
Interaction Cloud which focused on improvements to, and
platform-wide integration of, Omnichannel Routing, WWFO and
Analytics. Advancements in Omnichannel Routing were aimed at
ensuring customers are connected to the right agent, regardless of
the customer's preferred communication method. inContact WFO
upgrades and integrations drive greater efficiency and
effectiveness through hybrid deployment models and a modern new
interface that unifies and simplifies contact center
administration. Furthermore, improvements to inContact Analytics
provide actionable insights into every customer interaction to
improve agent performance and elevate the customer experience.
Significantly, inContact maintains its own global,
geographically redundant, and carrier-grade network. In 2016,
inContact became the first and only contact center provider to
offer a voice quality service level agreement (SLA), based on mean
opinion score (MOS). The new regional latency reduction solution
evaluates each call to minimize latency and deliver high-quality
voice service to every customer while simultaneously reducing the
cost to provide voice in remote locations.
A key move that the company made was to extend its Customer
Interaction Cloud platform to use Amazon Web Services (AWS).
Beginning with the 16.1 release of its platform, select portions of
inContact's cloud infrastructure leveraged AWS, establishing a
foundation for inContact to accelerate the pace of innovation,
global reach, and give customers high scalability, flexibility, and
access to new technology.
"inContact maintains a strong in-house professional services
team and mature service model with a proven and repeatable
implementation methodology and high-touch aftercare services,"
noted Ms. Jamison. "The company guarantees 99.99% uptime across
regions and its architecture ensures that no loss of voice calls
occurs during failover or switching between sites."
Frost & Sullivan's Best Practices Awards recognize companies
in a variety of regional and global markets for outstanding
achievement in areas such as leadership, technological innovation,
customer service, and product development. Industry analysts
compare market participants and measure performance through
in-depth interviews, analysis, and extensive secondary
research.
About inContact, a NICE company
inContact is the cloud contact center software leader, with the
most complete, easiest and most reliable solution to help
organizations achieve their customer experience goals. Recognized
as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and
DMG, inContact continuously innovates in the cloud and is the only
provider to offer a complete solution that includes the customer
interaction cloud, an expert service model and the broadest partner
ecosystem. inContact is a part of NICE (Nasdaq: NICE), the
worldwide leading provider of both cloud and on-premises enterprise
software solutions, helping organizations of all sizes deliver
better customer service, ensure compliance, combat fraud and
safeguard citizens. Over 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are
using NICE solutions. For more about NICE, visit www.nice.com. To
learn more about inContact, visit www.incontact.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in
collaboration with clients to leverage visionary innovation that
addresses the global challenges and related growth opportunities
that will make or break today's market participants. For more than
50 years, we have been developing growth strategies for the global
1000, emerging businesses, the public sector and the investment
community. Contact us: Start the discussion.
Contact:
Gavin Gustafson
gavin.gustafson@incontact.com
+1-801-320-3323 (MT)
Chiara Carella
P: +44 (0) 207.343.8314
F: 210.348.1003
E: chiara.carella@frost.com
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SOURCE Frost & Sullivan