InContact as 2016 Leader in the North America Hosted/Cloud Markets
InContact, Inc., a NICE company (NASDAQ: NICE), the leading provider of cloud contact center software and workforce optimization tools, will receive the 2016 North American Award for Market Leadership in the Hosted/Cloud Automatic Call Distribution (ACD) and Workforce Optimization (WFO) markets at the Frost & Sullivan Excellence in Best Practices Awards Gala on January 11, 2017.
Each year, Frost & Sullivan presents this award to the company that has developed an innovative element in a product by leverage leading-edge technologies. The award recognizes the value-added features/benefits of the product and the increased ROI it offers customers, which in turn raises customer acquisition and overall market penetration potential.
“We are honored to receive this recognition and see it as further validation of our leadership position in the industry,” said Paul Jarman, CEO at inContact. “This award from Frost & Sullivan substantiates our powerful combination of highly developed cloud technology with expert services, and a rich partner ecosystem, as the premier solution to help businesses achieve their customer service goals in the contact center market.”
In 2016, inContact delivered three major updates to its Customer Interaction Cloud which focused on improvements to, and platform-wide integration of, Omnichannel Routing, Workforce Optimization and Analytics. Advancements in Omnichannel Routing were aimed at ensuring customers are connected to the right agent, regardless of the customer’s preferred communication method. inContact Workforce Optimization upgrades and integrations drive greater efficiency and effectiveness through hybrid deployment models and a modern new interface that unifies and simplifies contact center administration. Furthermore, improvements to inContact Analytics provide actionable insights into every customer interaction to improve agent performance and elevate the customer experience.
"inContact maintains a strong in-house professional services team and mature service model with a proven and repeatable implementation methodology and high-touch aftercare services," said Frost & Sullivan Principal Analyst, Nancy Jamison. "Additionally, the acquisition of inContact by NICE has brought a new set of capabilities to the company. NICE’s expansive R&D assets and intellectual property portfolio, along with a broad array of WFO capabilities, ensure that inContact customers will have an increasingly rich toolkit for their contact center operations."
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.