inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announces their largest BPO customer is adding inContact Workforce Management (WFM) powered by Verint® that further unifies operations in the cloud.
The global BPO customer went live in late 2014, and now has over 2000 agents on the inContact cloud platform. After experiencing the flexibility and scalability of the cloud first hand, the customer is now expanding operations in the cloud by adding inContact’s cloud WFM software for one division that includes 450 agents. In the past the company used premise-based WFM tools. They chose inContact because of the seamless integration with the core platform and accelerated speed to implement inContact WFM powered by Verint®.
“Large enterprises are moving in stages to the cloud,” noted Paul Jarman, CEO at inContact. “We are pleased with this customer’s confidence and decision to expand more in the cloud. inContact’s comprehensive contact solution includes a fully integrated WFM solution, so that contact centers can automate scheduling.”
Integrating WFM with their existing cloud contact center core from inContact provides the data-enabled tools needed to balance agent work schedules with the ebb and flow of customer service traffic. Workforce Management provides sophisticated analysis and automated scheduling to simplify the complexities of forecasting and to create optimal staffing scenarios.