inContact Recognized as Market Leader in Ovum's Multichannel Cloud Contact
Ovum's Vendor Decision Matrix Names inContact to its Shortlist as a
SALT LAKE CITY, Oct. 1, 2013
SALT LAKE CITY, Oct. 1, 2013 /PRNewswire/ --inContact (NASDAQ: SAAS), the
leading provider of cloud contact center software and contact center agent
optimization tools, today announced that Ovum has recognized the company as an
industry leader in the multichannel cloud contact center market. inContact
earned a place in the report's shortlist category, which features leading
solutions that carry a commanding market position and are widely accepted as
best-of-breed. Ovum's Decision Matrix explores the marketplace for hosted
contact centers services in the US, with particular emphasis on the ability of
service providers to handle multichannel customer interactions.
According to the report, "In the market impact categories, inContact's scores
were considerably above average, with the company leading all other vendors in
four of six segments. It also did well in the technology assessment, receiving
high marks for solution maturity, administration, and overall features." Ovum
found that inContact's differentiated features include, "the reliability that
comes from its carrier capacity, including its deep reservoir of redundancy
through back-up data centers and network operating centers."
The report estimates that 10 percent of all U.S. call center agent seats are
now provisioned by hosted service providers, and Ovum expects this number to
more than double (to 23%) by 2018 – further validating that enterprises of all
sizes are moving to the cloud faster than ever before. In addition to cost
savings, customers cited simplified deployment, scalability, and access to the
latest technology upgrades as reasons for choosing the cloud over
"The findings in the Ovum report reinforce the fact that multichannel cloud
solutions empower enterprises to deliver the highest levels of personalized
customer service within a flexible, reliable, cost-effective infrastructure,"
said Paul Jarman, CEO at inContact. "To be recognized as a leader in this
dynamic market is incredibly gratifying, and we want to thank all of our
customers who participated in the report and validated the services we deliver
to them every day."
oGet a customized assessment of contact center operations:
oFor more information cloud ACD, IVR and CRM integration, visit
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inContact (NASDAQ:SAAS) is the cloud contact center software leader, helping
organizations around the globe create high quality customer experiences.
inContact is 100% focused on the cloud and is the only provider to combine
cloud software with an enterprise-class telecommunications network for a
complete customer interaction solution. Winner of Frost & Sullivan 2012 North
American Cloud Company of the Year in Cloud Contact Center Solutions,
inContact has deployed over 1,300 cloud contact center instances. To learn
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