June 20, 2011 09:00 AM Eastern Daylight Time
Company to Enhance Self-Service Offering Using inContact’s Cloud-based IVR Solution
SALT LAKE CITY--(BUSINESS WIRE)--inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, today announced that a rapidly growing pre-paid debit card company selected the inContact interactive voice response (IVR) solution to power its customer self-service offering. The new inContact self-service application will handle approximately three million minutes of customer interactions per month, which is equivalent to the efforts of approximately 480 agents if those calls were handled in person. This represents one of the most significant customer wins in terms of future revenue potential that the company has achieved in the last twelve months.
“In the current crowded and consumer-driven market, even the world’s most recognizable brands are losing their differentiation over time”
Pre-paid debit cards provide customers with financial services that they may not have had access to before. Because the cards are the primary financial accounts for the card holders, it is important that customers can easily activate, reload and check balances at any time through the company’s phone system. Additionally, the company will use the new self-service system to cross sell and upsell customers with new products and offerings.
The company’s previous premise-based solution was not flexible enough to meet its needs and was very difficult to manage, often taking as much as two weeks to make changes to the IVR routing and recordings. The system also suffered from significant downtime. Additionally, the company could wait weeks to scale the number of ports available for callers to get through to the system. This was a significant problem, as the company has grown and the number of customers calling into the system has significantly increased.
The company selected inContact due to:
- Flexibility: the user-friendly drag and drop interface enables system administrators to make changes on demand
- Scalability: easily scale ports up and down with just a phone call in order to address increased customer demands
- PCI Certification: inContact is certified as a Service Provider under the Payment Card Industry (PCI) Data Security Standard (DSS)
- Leading self-service application: The inContact IVR solution allows customers to self-solve on basic functions like bill pay, account inquiries and more. When the call center is closed, the IVR adds an extra level of convenience by enabling customers to take care of business after hours
- Integration: The inContact cloud-based IVR seamlessly integrates with other technologies and can be deployed fast, without any additional equipment purchases
“In the current crowded and consumer-driven market, even the world’s most recognizable brands are losing their differentiation over time,” said Paul Jarman, inContact CEO. “In order to drive sustainable business growth over the long term, companies need to differentiate through service. IVR self-service is typically the first touch point customers have with a company, and it’s extremely important that it enables them to get what they need as efficiently and as cost effectively as possible.”
The cloud-based IVR market is growing quickly. According to DMG Consulting, “There are many compelling reasons why end users are adopting hosted IVR technology at a rapid rate, while revenues from premise-based IVR systems are expected to shrink. Scalability is one reason; availability of touch-tone and speech recognition resources another; avoidance of large up-front capital and implementation costs a third. Pace of innovation and ease of upgrades are additional factors.”1
Concluded Jarman, “We look forward to working with this debit card provider to help them provide a brand-building and differentiated self-service experience for their customers.”
1 DMG Consulting, Hosted Contact Center Infrastructure Market Report, 2010
About inContact
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.
inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.
