Health and human services within different cities are accessed through 2-1-1 dialing. To provide information and other services through this type of platform, there must be a proven provider in place to support 2-1-1 calling. inContact is providing that platform, recently launching its largest 2-1-1 contract to date. In this case, the company is providing support through a SaaS call center platform. inContact has built a strong reputation by providing virtual call center software solutions, and the company may be able to provide just the platform you need to drive your own operations.
The SaaS Call Center Allows You to do More with Less
In addition to the SaaS call center solution, inContact is also bringing its ECHO post-call survey platform to 2-1-1 customers. The company currently has a base of 35 of the 80 2-1-1 call centers located across the country. With such a stronghold on the market, the company also stands well-positioned to drive further growth as it leverages expanding opportunities in this space. As a provider of SaaS call center solutions, inContact is in large demand in the 2-1-1 market as the company enables clients to take their existing resources and infrastructure and do more with what they already have. Their virtual call center solution can also help you to automate mundane processes and streamline operations so that you can achieve a more cost-effective environment.
The Benefits of the SaaS Call Center
It can seem risky to implement a SaaS call center when you are used to handling processes and customer service in-house. The promise in SaaS call center platforms, however, is valuable enough to warrant investigation. For 2-1-1 centers, these benefits include flexibility as the SaaS call center can be supported anywhere, regardless of location. Agents can work from anywhere – including their own home office – that has an Internet connection. As a result, there is a significant reduction in the costs and complexities that are associated with the hiring process. The SaaS call center is also a scalable solution, allowing for changes in volume or to account for a disaster when human services experience a significant volume of calls. And, since the SaaS call center platform is a “pay-as-you-go” model, even if you are on a tight budget, you can still support your customer service efforts.
SaaS Call Center Reporting, Routing and Call Flows – Everything You Always Wanted
While you probably don’t sit around and think about everything you wanted in a SaaS call center platform, you most likely do have a list of must-haves that the solution should include in order to meet your needs. You will likely benefit from reporting, routing and call flows within your SaaS call center, just as 2-1-1 centers benefit. inContact provides for intelligent distribution of calls to the right people with the right skill sets. The company’s integrated analytics and reporting platform ensures you have a comprehensive view of the SaaS call center at all times to drive productivity and key business processes.
In running a SaaS call center, you have a lot on your plate that must go right the first time, so why not trust inContact to deliver what you need, when you need it?