SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

inContact Cloud Contact Center Gets 'Healthy'

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



Follow Us On:

Hosted Call Center Social Networks
Resources

Visit our call center industry resource library and learn how to optimize your contact center for maximum profitability.


Find these resources and more at incontact.com

LEARN MORE
››

Featured Executive Priorities
Business Growth through Customer Experience Strategic and Operational Investment Trends and Opportunities

Is your business prepared to succeed over the next 12 to 24 months? Each year, business leaders - regardless of size, industry sector or geographic location - sit down to budget for the coming year (and beyond, in some cases).

Download now ››

Featured Datasheets
inContact ACD

Featuring rich multi-channel ACD software to optimize your customer interactions.

Download now ››

inContact Chat

inContact makes it easy to configure and route incoming chats to your agents. The application can automatically provide the chat requestor with a message indicating their position in queue.

Download now ››

inContact Work Item Routing: SalesForce Case Routing

Lots of contact centers use SalesForce. Each day hundreds, even thousands of cases are referenced, created, and modified.

Download now ››

blog comments powered by Disqus

Technology Marketing Corporation

800 Connecticut Ave, 1st Floor East, Norwalk, CT 06854 USA
Ph: 800-243-6002, 203-852-6800
Fx: 203-866-3326

General comments: tmc@tmcnet.com.
Comments about this site: webmaster@tmcnet.com.

STAY CURRENT YOUR WAY

© 2014 Technology Marketing Corporation. All rights reserved | Privacy Policy