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Vector BPO Partners with inContact to Enhance Visibility in Call Center

July 08, 2009
Salt Lake City, Utah-based provider of on-demand contact center software and agent optimization tools, inContact, Inc. has agreed to provide its solutions to Vector BPO, a full-service contact center with facilities in Reno, Nevada and the Philippines, according to the company.
 
Expecting a boost in the demand, Vector BPO will step up to 800 seats on inContact’s Automated Call Distributor (ACD) and Workforce Management solutions in the days to come. In May this year, TMCnet reported that Call Center International has also partnered with inContact to pioneer the operation of contact centers in Lebanon.
 
Vector BPO is leveraging the inContact solutions to offer high visibility and transparency into its call center. The fully integrated software platform from inContact will allow Vector BPO’s clients to monitor the day-to-day activities and performance of Vector BPO’s agents with their customers.
 
 “We chose inContact because they give us a scalable, transparent set of tools that are critical to our success in the contact center industry,” said Paul Flannery, Vector BPO President and CEO. “Today, our clients can sit in their offices – anywhere in the world – and monitor our interactions with their customers. They can witness first hand how we execute – how we deliver results for them.”
 
Catering to mid-size businesses, Vector BPO helps them cut costs by offshore outsourcing, something that has been the sole prerogative of large companies until recently. Like large companies, small businesses can now benefit from offshore locations like the Philippines. Vector’s offshore facility in Cebu, Philippines is staffed by highly educated, well-trained agents with an affinity to American culture. A decade ago Philippines had negligible share in the call center market. Now it occupies the No. 2 position in terms of market share.
 
inContact, Inc. provides its customer contact center platform, inContact to almost 600 contact centers around the world.
 
Vector BPO specializes in inbound services such as customer support, customer retention, sales desk/order capture, and technical support. Vector BPO also offers outbound services including telemarketing, surveys & polling, notifications, customer retention and collections.

Divya Narain is a contributing editor for TMCnet. To read more of Divya’s articles, please visit her columnist page.

Edited by Tim Gray
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