By PR and Business Wire News, 4/10/2009 12:01:50 AM MT
inContact, Inc., the market leader in on-demand contact center software and agent optimization tools, announced that it has signed a two-year agreement for the inContact Automated Call Distributor (ACD), eLearning and Workforce Management solutions with Call Center International (CCI), an international contact center in Batroun, Lebanon, with senior management offices in Beirut and world headquarters offices in Irvine, CA, U.S.A.
In the competitive international outsourcing environment, CCI selected inContact to set it apart from the competition. inContact has granted CCI two-year exclusive rights to the inContact platform in Lebanon. The company plans to build its operations to at least 200 agents.
“We wanted to find an all-in-one solution that would enable us to avoid complex hardware provisioning issues while providing a ready-now solution to our inbound activity needs,” said Will Robertson, CCI senior corporate advisor. ”We felt that inContact was the best choice for Call Center International. We were also looking for scalability in our software, and because it is offered in a Software-as-a-Service model, inContact will allow us to nimbly scale as we expand.”
The inContact implementation will be facilitated through inContact’s United States-based offices and existing infrastructure. Jay Hanna Ajaltouni, chairman of CCI said “CCI inbound calls will be routed through inContact’s redundant facilities in the United States and re-routed via dedicated clear channel IP / VoIP to the center in Lebanon. Our plan includes a series of contact centers throughout the country of Lebanon.”
“Today inContact supports contact centers in 12 countries without the need for any hardware installation,” said Paul Jarman, inContact CEO. “Through our SaaS model, we can help CCI control the cost and quality of their operations, while enabling them to implement quickly as their business grows.”
Agent productivity is expected to be at its peak at CCI from the first day of operations due to inContact features such as skills-based routing, universal contact queuing, automatic call-back, inbound/outbound call blending and database connectivity.
Not only will agent productivity be maximized through call routing, but with inContact Workforce Management, CCI will easily be able to forecast demand, manage workforce scheduling, analyze and optimize staffing and report real-time adherence. inContact eLearning will allow the company to push training to its agents during low call volumes, which creates a better-trained workforce by utilizing down time.
The Lebanese government recently granted licenses for international contact centers in the country, and CCI was one of only five companies to receive a license by the Telecommunications Minister. The company’s new facility is scheduled to be operational in June 2009 and will include a ceremony to be attended by both corporate and government officials including United States dilopmats in Lebanon.
Source: digitaliq.com
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