Frost & Sullivan Honors inContact for Successfully Addressing Long-Standing, Tangible Business Challenges in the Contact Center Solutions Market

The company’s full-featured cloud solution, stellar customer support, and commitment to innovation are the cornerstone of its growth and customer value strategy


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  • Picture1.jpg inContact has given Columbia Sportswear the right tools to be scalable and improve their operational efficiencies.

  • Picture2.jpg With the use of inContact’s Personal Connection™, Hoveround was able to increase outbound connection rates from 19 to 46%.


Frost & Sullivan Honors inContact for ic_logo_600_org_gry.jpgSuccessfully Addressing Long-Standing, Tangible Business Challenges in the Contact Center Solutions Market

The company’s full-featured cloud solution, stellar customer support, and commitment to innovation are the cornerstone of its growth and customer value strategy

MOUNTAIN VIEW, Calif. — January 12, 2016 — Based on its recent analysis of the contact center solutions market, Frost & Sullivan recognizes inContact with the 2015 North American Frost & Sullivan Award for Customer Value Leadership. inContact, a pioneer in the cloud contact center industry, consistently strives to go above and beyond what premise-based leaders have delivered for years. The firm has one of the strongest portfolios of contact center solutions in the cloud featuring the entire range of contact center functionality.

Enterprises have quickly come to recognize the price and performance benefits of using inContact’s cloud solutions. Customers can deploy a plethora of features and applications without having to fund on-premise installations. In addition, inContact’s pay-as-you-go pricing model enables companies to fund contact center expenditures out of OpEx rather than CapEx funds.

“inContact’s strategy to focus solely on the cloud has enabled it to address many challenges within the contact center market,” said Frost & Sullivan Principal Analyst Nancy Jamison. “First, the all-in-one, multi-tenant approach does away with the integration hassles found in on-premise deployments; second, the company has resolved cloud reliability issues head-on.”

It is more than just the advantages of cloud-based solutions that drive price and performance value for inContact. Some of the unique features the organization offers have also swung the market in its favor. For instance, inContact’s Personal Connection™ outbound dialing solution eliminates the awkward pause that often occurs when legacy dialers place an outbound call, pushing connection rates up and enhancing productivity.

Further, inContact consistently updates its product stack in an effort to keep up with changing market demands. The latest release includes an all-new multichannel agent interface—MAX, My Agent eXperience™. The context-sensitive and dynamic interface streamlines contact center interactions, improving agent experience and efficiency, regardless of channel. inContact also operates a global, geographically redundant, carrier-grade network delivering end-to-end voice and network connectivity.

“At this pace of innovation and development, inContact will continue to expand market share and net key competitive wins,” said Jamison. “The company’s commitment to superior client experience through flexible ongoing professional services, business consulting, technical support, education and training is indeed laudable.”

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on increasing the return on the investment that customers make in its services or products. The award recognizes the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.

Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research.

About inContact 

inContact (NASDAQ: SAAS) is the cloud contact center software leader, making it easier and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. To learn more, visit www.incontact.com.

About Frost & Sullivan

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Mireya Espinoza
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E: mireya.espinoza@frost.com