CaaS / SaaS Featured Article

support.com Selects inContact Software for its Work-at-Home Agent Program

By Shamila Janakiraman, TMCnet Contributor

inContact, a company specializing in on-demand contact center software, announced that SupportSoft has implemented its solution at over 200 at-home solutions center agent locations.

 

SupportSoft’s consumer unit, support.com is a remote technology service company which facilities easy maintenance of technology.

 

The company was looking for a way to replace its outsourced contact center solution by shifting to a work-at-home agent model in an effort to control costs and attract more employees as there was no physical location constraint. This kind of distributed call center model required a solution like inContact for providing greater scalability, reliability and VoIP functionality.

 

This made support.com (News - Alert) select inContact as it required a Software-as-a-Service (SaaS) provider which will have the ability to seamlessly integrate with already existing systems. inContact’s on-demand, in-network architecture also supports work-at-home agents.

 

“inContact provided tremendous visibility into the way we deliver services,” remarked Anthony Rodio, COO of support.com. “We have been able to better optimize our service delivery times, which has resulted in an enhanced consumer experience and reduced costs.”

 

Paul Jarman, inContact CEO, explained that both large and small companies strive to save costs and realize greater benefits by employing work-at-home agents. It is also evident that agents prefer the flexible work environment at their homes, lesser job related expenses, and more job satisfaction, he noted.

 

Companies also benefit from employing qualified agents, low attrition rates and reduction in per-agent operating costs. This arrangement leads to improved customer satisfaction and loyalty. inContact’s network architecture ensures such advantages and helps distinguish such a work model from that of premises-based and hosted point solution providers.

 

support.com is trying to change the way technology problems are solved. Previously, if there was a problem in a computer, users had to contact service personnel or go to a computer store which wasted a significant amount of time. support.com’s suite of tools ensures that a qualified Solutions Engineer can diagnose and repair the technology problems over the phone. This also ensures privacy and security.

 

inContact provides on-demand customer contact center platform to several contact centers worldwide. It specializes in telecommunications and network infrastructure and its solutions combine a powerful connectivity backbone with the software-platform. Companies use inContact solutions to address their contact handling needs and manage agent workforces.

 

The inContact platform incorporates a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI (News - Alert)), and Interactive Voice Response (IVR) with speech recognition. It also includes an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution.

 

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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Michelle Robart