Workforce Optimization Featured Article

inContact Empowers Educational Institution with Customer Interaction Cloud

March 21, 2017

The digital transformation at hand is touching every aspect of industry; from the data center and retail, to the c-suite and contact center. Burgeoning technologies like the cloud are empowering a new generation of solutions, which are high performing, feature-rich and capable of modernizing operations. Moving from legacy on-premises solutions to the cloud is a sign of the times.

Today, in fact, NICE announced an international global education institution is doing just that. The firm selected the inContact Customer Interaction Cloud to improve contact center operations, and is moving its 1,400 worldwide agents to the cloud-based solution.

The Customer Interaction Cloud will empower multichannel customer support for the education institution, and promises to serve the growing student population. In short, the inContact omnichannel solution introduces skills-based interaction routing, which ensures queries are dealt with by the most qualified agent and thereby improves first call resolution. The cloud-based workforce optimization offering enables email, text, chat and social media communications, so students can utilize channel of choice.

In addition, the inContact Agent for Salesforce will be integrated into the current Salesforce CRM deployment, to offer agents on-demand access through student data via single interface. Instant access allows for a reduction in average call handling times, providing agents a means to quickly identify and resolve a student’s issue.

On the outbound side of things, inContact’s Personal Connection dialer was selected to aid in efforts to improve connection and abandon rates, which is delivering positive results.

“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.”

The contact center is a necessary component in the customer service landscape. Inbound or outbound, having an engaged workforce with the proper tools available is mission critical to success. And, in an era where customer service is a clear differentiator, this is not an area to skimp.

Is your contact center workforce optimized?

Edited by Alicia Young
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