Contact Center Quality Management Featured Article

Frost and Sullivan Lauds inContact

 
November 19, 2015

 


It doesn’t really matter how good you say your company is; the real proof comes when someone else says it. Validation from outside sources is what makes others in the industry stand up and take notice.

So it was with understandable pride that inContact, the leading provider of cloud contact center software and contact center agent optimization tools, announced recently it had received the prestigious 2015 North American Frost & Sullivan (News - Alert) Award for Customer Value Leadership.



The recognition means a lot in a competitive industry. Frost & Sullivan is known as the “Growth Partnership Company”, enabling its clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. “The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation and implementation of powerful growth strategies,” the company says on its site.

To better support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employed a customized Decision Support Scorecard, which allowed research and consulting teams to objectively analyze performance according to key benchmarking criteria, and assign ratings on that basis. “The tool follows a 10-point scale that allows for nuances in performance evaluation,” the company said. “InContact outscored its two nearest competitors with scores of 9 in both the Customer Impact and Business Impact categories.”

For its part, inContact felt vindicated by the findings.

"We are honored to receive this recognition and further validate our leadership position in the industry," said Paul Jarman, CEO at inContact. "We recognize that, while having premier technology is crucial, helping companies achieve their goals is essential. This Award from Frost & Sullivan substantiates our powerful combination of highly developed cloud technology with expert services, and a rich partner ecosystem, as the premier solution in the contact center market."

One company noted that its selection on inContact has made a notable difference. Hoveround Corporation, a provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution back in 2009. After six years in the cloud, Hoveround added inContact's Personal Connection outbound solution in 2014 and has seen results by eliminating the telltale awkward pause of typical legacy dialers. The connection rate with customers increased from 19 percent to 46 percent and continues to climb, Hoveround says.

"InContact’s strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market," said Frost & Sullivan Principal Analyst Nancy Jamison. "First, the all-in-one, multi-tenant approach does away with the integration hassles found in on-premise deployments; second, the company has resolved cloud reliability issues head-on."