By: Chuck Culwell
Hiscall became a Value Added Reseller (VAR) for inContact in 2015. I have been following inContact as their market penetration has increased the past few years and recently had the opportunity this year to attend their Sales Kickoff and Partner Summit. I am excited inContact has been added, alongside other leading technology providers, on Hiscall’s line card. It truly is a pleasure to represent a variety of market leading technology solutions. One of the things I most enjoy about working at Hiscall is the opportunity to represent market leading products that help customer’s solve business problems.
inContact is the market leading provider of Contact Center as a Service (CCaaS). While the cloud has recently been making significant strides, inContact is not new to cloud contact center. They have been a multi-tenant cloud contact center provider since 2002 and have deployed over 2,200 cloud contact center instances. Their leadership position is backed by Gartner, Inc. in its 2015 Magic Quadrant for Contact Center as a Service (CCaaS), North America inaugural report published October 2015. Gartner evaluates vendors based on completeness of vision and ability to execute. To get in the “Magic Quadrant”, a vendor must demonstrate highly in both areas. According to Gartner’s report, “Leaders can be best described as suppliers with strong multichannel product and service capability”. In addition to Gartner, inContact is named as Market Leader in 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award.
inContact’s award-wining global platform is praised for multi-channel capabilities, world-class workforce optimization, and Voice as a Service (VaaS) that provides flexible connectivity options. Their cloud contact center platform handles over one billion calls per year. In addition, inContact’s active/active deployment offers the highest published reliability in the industry. The inContact platform features ACD with skills-based routing, CTI, IVR with speech recognition, screen recording and dialer. The agent optimization platform includes hiring, eLearning, workforce management, customer surveys with real time feedback, quality management and reporting. Finally, the platform also integrates with over 100 CRM systems.
Another reason I enjoy working at Hiscall is the commitment to servicing our customers. Hiscall first was built as a service focused company and continues that dedication today. Hiscall continues to invest in the technical capabilities of our team members to ensure our customers get the responsive service they deserve. Similarly, inContact is 100% focused on its technology, people, and partners to help their customers achieve business outcomes. The focus on its people includes inContact’s Expert Service Model, which leverages its business partner service teams, as well as cloud and contact center experts to provide specialized expertise and deliver knowledge, processes, and best practices to customers. inContact’s unabating focus on helping customers achieve goals was recognized by Frost & Sullivan’s 2015 Customer Value Leadership Award given to inContact for “offering superior products and services that deliver a clear, demonstrable ROI.”
As the cloud contact center market continues to develop, inContact has established itself a viable alternative to premise based contact center solutions. inContact is the industry’s most unified, multichannel cloud platform that is affordable and easy to manage with fast and flexible implementations. I look forward to a successful partnership with inContact for Hiscall and our customers.