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July 9, 2009

inContact signs agreement with Vector BPO

To provide automated call distributor and workforce management services

By CBR Staff Writer

inContact, a provider of on-demand contact centre software and agent optimisation tools, has signed an agreement with outsourcer Vector BPO for its operations in Reno, Nevada. and the Philippines.

According to inContact, Vector BPO is expected to ramp up to over 800 seats on inContact’s Automated Call Distributor (ACD) and Workforce Management services as it expects the operations to grow in the coming months.

The inContact’s integrated software platform is expected to allow Vector BPO to monitor the day-to-day activities and performance of its agents with their customers.

Paul Flannery, president and CEO of Vector BPO, said: “We chose inContact because they give us a scalable, transparent set of tools that are critical to our success in the contact centre industry. Today, our clients can sit in their offices – anywhere in the world – and monitor our interactions with their customers. They can witness first hand how we execute – how we deliver results for them.”

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Vector BPO is a managed full-service contact centre with facilities in Reno, Nevada and the Philippines. Its inbound services include customer support, customer retention, sales desk/order capture, and technical support. It also offers outbound services such as telemarketing, surveys and polling, notifications, customer retention and collections.

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