May 11, 2012

inContact, a cloud-based contact center solutions provider, today announced it will partner with UMB Bank, a subsidiary of Kansas City-based financial services holding company UMB Financial Corporation, to provide UMB with inContact routing and customer satisfaction survey solutions.

UMB will implement the contact center technology solutions in order to assist the bank in providing service differentiation through inbound, outbound, and web support capabilities. UMB's customer service center, located in Kansas City, will more consistently and cost effectively employ these latest tools, designed to continually improve their customer service operations and agent performance, said the bank.

The company had used a customer survey solution in the past, but said that it limited in their ability to focus on specific groups of customers. The inContact ECHO contact center customer survey solution enables contact center supervisors to have a faster view into the customer experience, and enable agent coaching based on call recordings and survey data, the bank said.

ABOUT THE AUTHOR
Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as ...