Claim Processing Company Utilizes inContact and
Salesforce.com for Industry-Leading Customer Support
Capabilities
Integrated Cloud-Based Applications Will Improve Complete Call Center Process
October 05, 2009 11:39 AM Eastern Daylight Time
SALT LAKE CITY--(EON: Enhanced Online News)--inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market le
demand contact center software and agent optimization tools, announced that a provider of performance solutions for the casualty cl
be using inContact’s integrated product offering with Salesforce.com for its multiple call centers. The company processes calls from
repair facilities and over 200 insurance companies.
The company has utilized the inContact software product in its call center operations for nearly two years, and has used the Salesfor
relationship management (CRM) product with one of their internal divisions for over a year. With the Salesforce CRM product fully
inContact, the company plans to expand the Salesforce.com presence enterprisewide, and is expanding into various other offerings f
improve the agent training and customer experience.
The inContact and Salesforce.com integration will improve the entire call center cycle – routing, call resolution and reporting, which
improve the overall customer experience. The product integration allows agents and managers to work through a single user interfac
customer calls and run reports. Because both applications are cloud-based technologies, companies that utilize inContact and Salesf
the overall benefits of a Software-as-a-Service offering: quick deployments, minimal cash outlay, a rapid and quantifiable return on i
reduced maintenance burden and a pay-as-you-go model.
“More and more companies are seeing the benefits of layering the inContact solution over their existing phone system and utilizing th
integration with on-demand CRMs like Salesforce.com to drive improved customer interactions,” said Paul Jarman, inContact CEO
of our technologies were built in the cloud from the ground up,