U-Store-It Selects inContact for its On-Demand Contact Center Platform
July 24, 2009
, a national self-storage company, has reportedly
selected inContact, Inc.,
a specialist in on-demand contact center software and agent optimization tools, to utilize its contact center platform and network connectivity products.
Officials at U-Store-It Trust said they selected inContact for its on-demand contact center platform and ability to integrate with U-Store-It’s existing customer relationship management (CRM) technology from Salesforce.com (News
Dean Jernigan, U-Store-It CEO, said that inContact’s contact center platform is a strong leader, as is Salesforce.com’s CRM technology. He said that are extremely pleased to partner with both, because these technologies integrate well and enhance company’s ability to deliver superior service to the customers.
U-Store-It Trust will leverage Automated Call Distributor with skills-based routing, Computer Telephony Integration, and Interactive Voice Response with speech recognition from the inContact platform to improve its sales center agent efficiency and deliver increased customer service by combining the inContact platform with Salesforce.com’s CRM technology.
The combined inContact and CRM technologies will provide U-Store-It sales center agents with a unified view of customer history, as well as timely information on self-storage facilities and network affiliate activity.
“We are very happy to work with U-Store-It and leverage our integration with Salesforce as we help U-Store-It reduce the cost and improve the quality of their customer interactions,” said inContact CEO Paul Jarman. “We have already proven ourselves working with other large self-storage companies, and look forward to continuing to expand within this market.”
Serving more than 600 contact centers across the globe, inContacs helps in improving agent productivity, through improved call routing, and also helps companies to forecast demand, manage workforce scheduling, analyze and optimize staffing and report real-time adherence.
inContact has ties in the telecommunications and network infrastructures and claims that companies with contact centres of all sizes have turned to them to address their contact handling needs as well as to manage and improve their agent workforces.Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Tim Gray