NICE inContact Case Study

The customer support location of a large retailer was in the market for a new contact center solution as theirs was coming end-of life (EOL). With over a year lead-time to plan, the Director of IT started his due diligence on a few of the major on-prem solutions. The IT consultant recommended to the Director of IT to also consider cloud-based contact center solutions. To assist, the consultant leaned on TBI for marketing resources highlighting the differences between premise-based and cloud-based solutions.

With over 300 agents onsite and an antiquated system, the facility handled support, online orders, phone orders and wholesale, drawing in a lot of revenue each day. Considering the volume, an improved customer experience and process was crucial, data capture and analytics were also front of mind. The organization reviewed several on-prem options, ultimately, they did not want to deal with costs of upgrades, licensing and maintenance. inContact came to the table with a reputable cloud-based solution that solved the problems of the existing solution and overcame the shortcomings of its competitors.

inContact, the IT consultant and TBI all partnered together to scope the deal, make the sale and implement the solution. The established relationship and thorough scoping on the front-end allowed the customer to get a customized solution that can scale in conjunction with growth. 300 licenses were sold with plans for growing their contact center applications throughout the country. Monthly recurring charges (MRC) amounted to more than $39,000 with TCV upwards of $1,400,000 over 36-months.

The IT consultant continues to rely on TBI for an agnostic approach to technology sales. With vendor guidance during discovery and extensive vendor resources during the sales process including technical resources and a back-office that ensures a smooth installation, this partner feels confident in the high-quality service his customers receive. The partner also counts on TBI to support him in learning about new technologies and to provide him with resources to make promoting and selling those technologies seamless.

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A retailer with nationwide locations and a large sales and customer support facility.

NICE inContact is a leader in cloud contact center software offering the most reliable solutions to help meet customer experience goals.