News : Advantix Solutions Group Selects inContact to Enhance Customer Service Delivery
SALT LAKE CITY, Jan 10, 2012 -- Leadership at Advantix Solutions Group, a global leader in fixed and mobile telecom lifecycle management services, have signed an agreement to purchase services from inContact, a provider of cloud-based call center software and call center agent optimization tools. Advantix has selected the inContact contact routing platform to support its strategic customer service efforts.
Advantix specializes in optimizing, negotiating and managing complex telecommunications programs for enterprises ranging from startups to multinational corporations. As part of their services, Advantix provides helpdesk support to its clients for their mobile devices across the globe on a 24x7 basis. The organization sets aggressive goals to provide first-call resolution and a premium experience for over 300 distinct types of support calls. With the proliferation of mobile devices from tablets, to smartphones and beyond comes the challenge to maintain a high level of support while operating an efficient and high-performing customer support team.
Due to this and their objective in 2012 to be recognized as the leader in their industry for customer experience and satisfaction, Advantix sought a cloud-based solution to replace its legacy call routing and queuing platform.
They selected inContact for its powerful cloud functionality and highly customizable architecture that will enable Advantix to continue delivering superb first-call resolution while enabling powerful new capabilities such as:
-- Self-serve and user-directed support requests
-- Integration with emerging platforms such as Twilio for next-generation support
-- Advanced skills-based call routing
-- Deep integration with their Salesforce.com CRM service platform
"The move to inContact will enable us to provide an even higher level of service to our customers than our current best," said Nathan Brown, Chief Operating Officer of Advantix. "inContact will provide much more sophisticated call management and reporting, while also making each call more efficient for our clients through CRM and knowledge base integration."
Integration between the inContact and Salesforce.com platforms will also reduce time spent by Advantix contact center agents gathering account information, by automatically populating agent screens with the caller's account information before the call is answered. The enhancement will reduce the overall talk time, thereby improving customer satisfaction levels. Additionally, Advantix will utilize the inContact automated call-back feature during peak call times to allow customers to hang up and "hold their place in line," for an agent to call them back as agents become available.
"The power of the inContact cloud platform enables our customers to improve overall efficiencies and service delivery in their contact centers," said Paul Jarman, inContact CEO. "By utilizing key features of the inContact system, such as CRM integration and automated call-backs, the overall experience of both the agents and customers improves significantly. We look forward to working with Advantix to meet and exceed their customer service goals in 2012 and beyond."
Posted by Veronica Silva Cusi, news correspondent
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Thursday, January 12, 2012