SALT LAKE CITY--(BUSINESS WIRE)--inContact (NASDAQ:SAAS), the leading provider of cloud-based call center software and call center agent optimization tools, announced today that its contact routing solutions and network connectivity offering have been selected to power a Mexico-based contact center for a leading dental benefits provider.

“As the only cloud provider to combine call routing, IVR, workforce optimization and cost-effective telephony solutions, we help our customers deliver the best possible customer experience while maximizing the effectiveness of their call center operations.”
The insurance benefits provider had an initiative to gain efficiencies and improve the customer experience in their Mexico City office, which primarily fields in-country calls from dentist offices to confirm patient coverage. After considering a number of premise-based solutions, the company determined that they would benefit most from a cloud contact center solution that could integrate with Salesforce.com, and selected inContact as the solution that would best meet their needs.

The inContact Salesforce Adapter enables a seamless but powerful integration between the company’s cloud-based call routing software and the Salesforce CRM system. The Adapter powerfully combines customer information with contact routing and self-service solutions and acts as the “action engine” for the CRM data, helping to improve agent efficiency and reduce call times and costs. Additionally, the insurance benefits provider wanted to enable customers to perform simple tasks through a flexible, configurable cloud interactive voice response (IVR) system.

“In the traditional premise world, CRM integration has been a very complex and expensive undertaking and, as a result, call centers have been forced to work with many siloed applications,” said Paul Jarman, inContact CEO. “As the market leader in cloud-based contact center solutions, simplifying the pain of integration and providing service applications that work together to enhance the customer experience is a key tenet in our product strategy.”

The insurance benefits provider is also using the inContact network connectivity solutions to deliver calls to the Mexico City contact center. inContact helped the company identify strategic changes they could make to their call delivery to significantly lower their telecom costs.

Jarman concluded, “As the only cloud provider to combine call routing, IVR, workforce optimization and cost-effective telephony solutions, we help our customers deliver the best possible customer experience while maximizing the effectiveness of their call center operations.”