inContact Chosen for Lebanon Contact Center
April 13, 2009
, a provider of on-demand contact center software and agent optimization tools, has announced it inked a two-year deal for their inContact Automated Call Distributor (ACD), eLearning and Workforce Management solutions with Call Center International
CCI, an international contact center in Batroun, Lebanon, picked inContact to gain a competitive edge. Under the agreement, CCI has two-year exclusive rights to the inContact platform in Lebanon to help them in their plans to build its operations to at least 200 agents.
CCI Senior Corporate Advisor, Will Robertson, explained that they have aimed to purchase an all-in-one solution to enable them to avoid complex hardware provisioning issues while providing a ready-now solution to their inbound activity needs.
CCI found inContact to be the best choice for their needs and appreciates the scalability in their software. The solution is offered in a Software-as-a-Service model, allowing them to scale as they expand.
Jay Hanna Ajaltouni, chairman of CCI, informed that they intend to have a series of contact centers throughout the country of Lebanon, and these facilities will be supported by inContact implementations.
Ajaltouni explained that the CCI inbound calls will be routed through inContact’s redundant facilities in the U.S. and re-routed via dedicated clear channel IP / VoIP to the center in Lebanon.
inContact currently supports contact centers in 12 countries without requiring any hardware installation, noted Paul Jarman, inContact CEO. The company is confident that through their SaaS (News
) model, they can help CCI control the cost and quality of their operations.
inContact boasts several features such as skills-based routing, universal contact queuing, automatic call-back, inbound/outbound call blending and database connectivity. In addition, inContact Workforce Management allows companies like CCI to easily forecast demand, manage workforce scheduling, analyze and optimize staffing and report real-time adherence.
CCI will also benefit from inContact eLearning, which allows organizations to push training to its agents during low call volumes.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Stefania Viscusi