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Publish Date : 20-Jun-2013

inContact, the leading provider of cloud contact center software and contact center agent optimization tools, today announced that a major regional utility will move from its premise system to the inContact cloud portfolio for inbound and outbound contact support in a multichannel environment. inContact's award-winning cloud software combined with a powerful, global telecommunications infrastructure was a key factor in the company's decision as they looked to improve operational efficiency and to ensure business continuity and disaster recovery.

Paul Jarman, CEO of inContact, commented: "When staying connected to your customers is mission critical, inContact offers a carrier-grade network with built-in fault tolerance and a fully redundant network. inContact is the only vendor to provide connectivity, contact center infrastructure and workforce optimization in one unified cloud platform, for ease of operation, integration and support."

The organization made the decision to move to the cloud for enhanced functionality, flexibility and scalability to continue to service their customers at a superior level. In addition to replacing legacy premise-based software, the company will also utilize the inContact Hosted VoIP solution and cloud PBX which will replace their current PBX.

Said Jarman, "Today's energy providers face a challenging environment, with increasing regulatory compliance pressure combined with new competitive realities. As providing outstanding service becomes more and more strategic for this new customer, the cloud provides new levels of business agility to enable their long-term success."

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