Chicago-based master agency Telecom Brokerage Inc. (TBI) is adding inContact, a cloud contact center provider, as a supplier. TBI’s agent partners will be able to add inContact’s specialized cloud contact center software and contact center agent optimization tool.
“inContact has an award-winning cloud solution for organizations who want to unify their customer service operations,” said Ken Mercer, TBI’s vice president of sales. “inContact is a champion of the channel and we’re excited to offer their solution to TBI partners.”
Cloud-based contact centers have plenty of room for growth: Nemertes Research’s 2012/13 benchmark study on cloud communications showed that roughly 14 percent of organizations had adopted cloud-based contact center platforms, while approximately another 14% are planning to deploy or are evaluating such services for possible future deployment.
“We’re beginning to see growing interest in larger organizations for the same reasons that they are evaluating cloud for other applications – the ability to reduce capital costs, speed deployments and the opportunity to focus internal IT resources on strategic projects and innovation,” said Irwin Lazar, research analyst at Nemertes, in a blog on the subject.
He added, “As a result, cloud offerings continue to grow, with vendors including Fonality, 8×8, inContact, Interactive Intelligence and many others directly selling such services, while companies such as Avaya and Cisco deliver software that partners can leverage to create their own hosted services.”
