inContact and Black Box Partner, Solutions Help Contact Centers Migrate to the Cloud



inContact,  a provider of cloud contact center software, and Black Box Network Services, a technology solutions provider, announced a joint agreement to meet growing demand among enterprises looking for a smooth migration path to the cloud to accelerate innovation and to improve customer satisfaction.

A complete end-to-end solution, deployed and managed by Black Box, includes the inContact cloud contact center platform, inContact cloud workforce optimization and network connectivity.

Enterprises are seeking to transform the customer experience, and are looking to the cloud to gain the advantages of speed, flexibility and scalability while still being cost-effective and secure. Organizations with sophisticated requirements need both best practices consulting and expert integration services as they migrate to the cloud with disparate systems, locations, business units and customer segments.

"The inContact and Black Box relationship provides companies with technologically superior cloud solutions as well as industry leading service and support capabilities," said Paul Jarman, CEO, inContact, in a statement.  "inContact's advanced and open cloud contact center platform unifies multiple contact center locations and systems in order to streamline operations and improve the customer experience that companies want to deliver."  

"One of inContact's differentiating strengths is the ability to attract and leverage successful partnerships with key resellers, from professional service firms to tier one carriers and to the leading CRM vendors," said Sheila McGee-Smith, McGee-Smith Analytics, in a statement. "Black Box, working with inContact, will add a powerful cloud contact center solution to its portfolio, enabling them to address the growing demand in their customer base for a controlled migration to not just the cloud but an agile, integrated contact center and workforce optimization suite."