inContact, Inc. (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced a large state office will replace its legacy on-premises system with inContact’s cloud-based solution. This new customer will utilize inContact’s multi-channel capabilities to better equip its 750 agents to serve their residents.

The state’s decision to transition from its aging system centers on inContact’s customizable and agile cloud platform, built on the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR). inContact ACD features skills-based multichannel routing to ensure residents’ needs are addressed by the ideal agent by effectively routing calls and customer service interactions based on integrated skills ratings and agent proficiency. The inContact IVR offers self-service and automatic call back options during unusually high call volume which greatly reduces contact center hold times and improves the overall customer experience. These two solutions work together seamlessly on one unified platform and enable residents to easily get the help they need.

“With the demand for government transparency growing, government contact centers are looking for flexible solutions that can be quickly scaled up or down to meet their evolving needs,” said Paul Jarman, CEO at inContact. “inContact’s scalable and customizable cloud solutions allow public service organizations to focus on delivering optimal customer experiences.”

As part of this implementation, the state office will utilize inContact Workforce Optimization to improve their customer service operation through extensive data and interaction analysis. The Workforce Optimization software suite provides comprehensive insights into each agent interaction through real-time call and desktop monitoring, in addition to in-depth historical reporting tools. The data collected from these interactions are incorporated into a robust coaching and eLearning program designed to fine-tune the state’s customer service operations into the ideal example of government transparency and public communication.