Global Educational Institution Moves 1,400 Agents to inContact Customer Interaction Cloud
21 Mars 2017 - 12:00PM
Business Wire
inContact advanced omnichannel routing, CRM
integrations and outbound solution to improve communications
between agents and students for new customer
inContact, Inc., a NICE company (Nasdaq:NICE), and the
leading provider of cloud contact center software unifying
omnichannel routing, workforce optimization and analytics, today
announced international global education institution is modernizing
its contact center by abandoning its outdated, on-premises system
for the inContact Customer Interaction Cloud. The company is moving
more than 1,400 agents worldwide to the flexibility, reliability
and scalability of the inContact cloud solution.
This Smart News Release features multimedia.
View the full release here:
http://www.businesswire.com/news/home/20170321005725/en/
inContact’s new customer selected the Customer Interaction Cloud
to replace their inflexible on-premises system which severely
limited the company’s ability to provide multichannel customer
support to their growing student population. Utilizing inContact’s
complete omnichannel solution and skills-based interaction routing
will help to increase first call resolution as students are
directly routed to the proper agent based on their question or
problem. The addition of email, chat, text and social media
channels, integrated into one system, allow the institution to
offer blended agents able to communicate via the student’s
preferred method.
“Education institutions are recognizing the need to serve their
students much in the same way that consumer-focused companies cater
to their customers and earn their business,” said Paul Jarman, CEO
at inContact. “Replacing expensive and inflexible on-premises
systems with efficient cloud solutions are helping these
organizations improve student relations by providing an outstanding
customer experience.”
inContact will support their new customer’s need for greater
efficiency by incorporating inContact Agent for Salesforce to
their existing Salesforce CRM implementation which displays student
information on-demand to agents through a single interface. This
seamless integration helps improve key customer service performance
metrics by reducing average handle time and empowering agents with
the tools and information needed to quickly identify the student
and address their issue immediately.
For outbound channel needs, inContact’s new customer selected
the award-winning Personal Connection dialer, featuring patented
technology which eliminates the awkward pause of typical legacy
dialers to seamlessly connecting agents with students. Improving
the outbound connection rate is key to both the customer and their
students as important information was often not reaching the
student due to the tell-tale delay of their previous outbound
system. Call recipients often assumed it was a sales or marketing
message and prematurely disconnected the call. Personal Connection
will help to reduce call abandon rates, improve communication to
students and lead to an increase in overall student
satisfaction.
Additional Information
- Learn more about available cloud
solutions from inContact
- Follow @inContact on Twitter
- Become a fan of inContact on
Facebook
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.
Forward-Looking StatementsThis press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. Jarman, are based on
the current expectations of the management of NICE Ltd. (the
Company) only, and are subject to a number of risks and
uncertainties that could cause the actual results or performance of
the Company to differ materially from those described herein,
including but not limited to the impact of the global economic
environment on the Company’s customer base (particularly financial
services firms) and the resulting uncertainties; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; pressure on
pricing resulting from competition; and inability to maintain
certain marketing and distribution arrangements. For a more
detailed description of the risk factors and uncertainties
affecting the Company, refer to the Company's reports filed from
time to time with the Securities and Exchange Commission, including
the Company’s Annual Report on Form 20-F. The forward-looking
statements contained in this press release are made as of the date
of this press release, and the Company undertakes no obligation to
update or revise them, except as required by law.
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version on businesswire.com: http://www.businesswire.com/news/home/20170321005725/en/
inContactMedia Contact:Gavin Gustafson,
+1-801-320-3323
(MT)gavin.gustafson@incontact.comorNICEInvestors
Contact:Marty Cohen, +1 551 256 5354 (ET)ir@nice.comYisca Erez,
+972-9-775-3798 (CET)NICE Ltd.ir@nice.com
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