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One of the primary keys to success in today's business environment is customer retention. The best way to do so is to ensure a customer has a good experience. InContact, a growing Midvale-based company, has the tools to help business owners do just that.

Paul Jarman explained that consumers frequently contact a company via e-mail, phone, chat or fax. I'm sure most of us have had that experience ourselves - to buy something, issue a complaint, pay a bill, make a reservation, etc. The company will typically have different agents trained to answer each type of question. InContact has the tools and expertise to make sure your call is routed to the best person to respond to your inquiry. The company also prides itself on helping contact centers hire, train and survey the quality of agents.

"InContact provides service to companies with contact centers of all sizes," Paul said. "We also address their contact handling needs and manage and improve their agent workforce." The company, started in 1997, originally specialized in telecommunications. A few years later, inContact added new technology to its services to create the first end-to-end contact center solution. The new software the company employs allows it to offer low-cost, flexible ways of connecting customers with the right agent every time.

This feature allows companies to measure, control and improve each step of the customer experience with a contact center. Companies do not need to buy, maintain or upgrade hardware. There are no annual maintenance or upgrade costs, and inContact will always include the latest technology without extra costs. The award-winning technology helps lower the cost of operating contact centers and improves the quality of each customer interaction while being flexible enough to change with business needs.

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