inContact, a provider of hosted call center software and call center agent optimization tools, today announced Johnston Press, one of the top three largest local newspaper publishers in the United Kingdom, as a new customer in Europe. The company plans to move several hundred agents to the inContact platform.
inContact recently expanded operations into Europe to meet demand, win additional business in the United States with global companies, and increase usage of the platform with existing customers that have offices outside the United States. The move into Europe, complemented by the company’s patent-pending voice gateway technology, has already been very well received.
The call center agents at Johnston Press take inbound and outbound calls, primarily for selling and processing advertisements. Historically, the company had very little insight into call center operations, particularly with regard to the customer experience provided by its agents spread across multiple locations. The company is enhancing its legacy premises-based system with inContact’s inbound call routing, outbound dialer, ECHO customer survey, and eLearning solutions. With the inContact platform, Johnston Press will have deeper insight into its overall operations and customer satisfaction through better reporting and customer feedback. While providing higher quality call routing and self-service capabilities, inContact will also help this publisher modify call center agent training and processes based on customer feedback to improve the overall experience. The company will start to migrate some of its agents to the inContact platform early this year, with a goal of reaching around 500 agents by 2012.
“We have been very strategic with our international expansion efforts and are very excited that the acceptance of our offerings with both new and existing customers with global operations is off to a strong start,” said Paul Jarman, inContact's CEO. “There is growing demand for inContact’s cloud-based solutions in international call center markets due to our domestic visibility and reputation, value proposition and rapid ROI. We continue to work a large and growing pipeline of new international opportunities and anticipate continued traction and momentum in the weeks and months ahead.”