Speech Technology Magazine

 

inContact Expands Cloud-Based Call Center Operations to Europe

The company continues global expansion with new London office, patent-pending voice gateway technology, new 1,300-seat European customer, and extended support for existing multinational customers.
Posted Nov 3, 2010
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inContact a provider of on-demand call center software and call center agent optimization tools, today announced the expansion of its operations into Europe. inContact recently opened a London office that supports western, central, and eastern European operations, signed a new customer that will ramp to more than 1,300 agents, and deployed new, patent-pending remote voice gateway technology to support high-quality calls within Europe for new and existing customers.

“We are being very strategic with our global expansion efforts,” said Paul Jarman, inContact CEO. “We spent the past 18 months developing the proper strategy, infrastructure and sales/support team to ensure success on a global scale. This strategic approach facilitated our recent expansion to the Philippines and is driving our expansion into Europe. These moves will help us meet demand from European companies, win additional business in the U.S. with global companies, and increase usage of our platform with our existing customers that have offices outside the United States.”

The new European customer is a leading business process outsourcer (BPO) with employees in six countries. The company’s call center moved from a premises-based solution to inContact to remain nimble, support future growth, and receive ongoing upgrades to remain on the most technologically advanced software platform. The customer plans to ramp to more than 1,300 agents using the inContact system during the next couple of years.

inContact will support sales and operations in western, central, and eastern Europe with its office in the Lloyd’s of London Building in London’s financial district. Industry veteran Gregory Wright, vice president of sales, EMEA, will head up sales efforts in Europe, replicating the successful partner model used by inContact in the U.S. by working with existing strategic partners in Europe, as well as developing additional go-to-market partners to expand the company’s reach.

inContact’s patent-pending voice gateway technology will facilitate high quality interactions for European customers by routing both incoming and outgoing call center calls through the inContact system within Europe. This will eliminate static and voice delay problems frequently experienced by other providers who do not have infrastructure in the region, improve service to existing customers, and offer a competitive advantage for prospective new multinational accounts. inContact’s technology is monitored 24/7/365 and serviced from its operation centers in the United States, enabling cost-effective expansion by eliminating the need for expensive equipment and technical staffing in markets outside the U.S.

Among the existing customers being served by the new voice gateway is a global provider of digital entertainment and Internet solutions for the hospitality and meeting industries. inContact’s new European presence will enable this U.S.-based company to optimize calls to its European center with greater call quality and cost savings due to routing efficiencies.

“We have seen a growing demand for our cloud-based solutions in international call center markets due to our value proposition and rapid ROI,” Jarman said. “Additionally, inContact is unique in the space because, along with the benefits of the cloud, we are leading the industry in software innovations, application developments, and enhancements. Customers are taking notice. Our first new customer in Europe is moving to inContact from a long-tenured premises-based system.”

Jarman concluded, “We are extremely excited to be expanding our market-leading cloud-based call center offerings to European customers and to better serve our existing customers with multinational operations there. It’s clear that our international strategy is already working. Our solutions have been very well accepted in both the Philippine and European markets, and we are working a large and growing pipeline of new opportunities in both.”

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