Outbound Call Center Featured Article

inContact to Supply Cloud Contact Routing WFM Solutions to a Major Hospitality Company

By Nathesh
TMCnet Contributor

inContact, a provider of on-demand call center software and call center agent optimization tools, claimed that one of the nation’s major hospitality companies has chosen to deploy its cloud contact routing Workforce Management (WFM) solutions.

If a guest staying in one of the hotel rooms of the hospitality company dials for valet, room service, or any number of guest services, or a future guest calls to make a reservation, the call is routed to a main call center on the property. By making sure all services such as housekeeping, spa services, valet, etc. are handled by a single center, the company can hope to provide the level of superior service they are known for.

While many call centers are simply maintaining the status quo with traditional equipment and old strategies, inContact claimed that its call center products are helping hundreds of companies increase market share and profitability across the globe. Using advanced analysis and data unique to one’s company, the inContact smart call center WFM can help hospitality companies predict demand, abandon rates and queue times. It can also help them optimize their workforce with schedules that take agent skills, preferences and proficiencies into consideration.

The software has built in features that can display the calling guest’s information and reservations data. The WFM software also allows clients to assign tasks and includes real-time agent tracking so they know whether an agent is adhering to their assigned schedule or not. 

Officials with the inContact exclaimed that this new account is a testament to the power and flexibility of the cloud and the inContact platform. inContact’s focus is to help customers address their customer care objectives by enabling technology to create differentiation and a strategic advantage. For this new customer, inContact will customize routing, recordings and screen pops to meet their needs, while providing a more robust offering than their previous premise-based system.