We had a legendary time at ICUC 2015! One of the best parts of the conference every year is recognizing a few of our outstanding customers during the inContact Mojo Awards. Below is a list of all of the 2015 winners and an explanation of why they deserved their award. Please give a digital round of applause to all of the winners!
Technovation – Ashland, Inc.
In more than 100 countries, the people of Ashland, Inc. provide specialty chemicals, technologies, and insights to help customers create new and improved products. They believe chemistry is about innovative, differentiated science, and the way people come together to solve problems.
When they joined the inContact family, Ashland brought this trailblazing attitude toward innovation to our relationship. Ashland was our first customer to deploy Uptivity in the cloud, rolling out the inContact and Uptivity platforms, our inView performance dashboards, and most recently, our context-sensitive SMS solution. Their most exciting “technovation” was the development of an extremely sophisticated IVR store locator, which takes zip code and triangulates the closest store to it.
Customer First – 211 LA County
211 LA County provides access to comprehensive social services and disaster support for its 10 million residents. With one phone call, clients are connected with the services they need including shelters, meals, autism screening, veterans’ services, substance abuse programs, health care, mental health services, and access to jobs. Their high quality standards and commitment to making information as accessible as possible to their clients proves that 211 LA County truly lives the customer first mantra. We are proud to be their technology partner.
Voice of the Customer – UMB
UMB’s primary goals are to be recognized for unparalleled customer experience, to know their customers and to anticipate their needs. From their humble roots as a local bank in 1919, offering the country’s first drive up bank window in 1928, followed by the dramatic growth of their ATM network and innovative leadership in online banking, the hallmark of UMB’s promise is listening to their customers and building a great business that best suits their needs.
UMB captures the voice of their customers by leveraging a wide array of inContact products including ECHO post-call surveys, Workforce Management (WFM) by Verint and a sophisticated IVR to better serve their customers. UMB takes customer feedback and works with virtually every department in the bank to enhance the experience customers receive at every touch point along the journey. And it’s working; UMB is consistently ranked one of the best banks in America and one the country’s best companies to work for.
Rookie of the Year – JustFab
In less than a year with inContact, JustFab consolidated a handful of contact center tools into a single, powerful omni-channel platform, simplifying their network infrastructure and reducing operating costs by over 1.5 million dollars, annually. By leveraging the inContact portfolio, JustFab decreased their abandon rate by more than 25% during high volume periods, while significantly improving customer satisfaction. JustFab was also able to reduce operating costs by a 1 million dollars annually with global routing, AHT optimizations, cross-channel skilling, and decreasing manual reporting. But, the best part is the flexibility to effortlessly scale up and down as their seasonality demanded, which has allowed JustFab to grow faster than they had ever imagined.
Outstanding Corporate Citizen – St. Joseph’s Indian School
Since 1927, St. Joseph’s Indian School has served Lakota (Sioux) children and families in South Dakota. Child poverty and abuse are serious issues on Indian reservations and St. Joseph’s provides a wide range of services to give these children a brighter future. In addition to onsite education of more than 200 Native American boys and girls, St. Joseph’s provides college scholarships, a women’s shelter, bookmobile, a day camp program, thrift stores, food drives and more. These are passionate, humble people doing very important work and we are proud to honor them as our Outstanding Corporate Citizen.
World Class Advocate (Uptivity) – Angela Crozier from Michigan Public Health
Angela Crozier from Michigan Public Health (MPH) has been a tireless advocate for Uptivity by inContact, acting as a sales reference, speaking at conferences and providing input to Gartner for our Magic Quadrant survey. In addition, she helps us be a better company by providing direct and unvarnished feedback about how we can improve our products and services.
Contact Center Supervisor of the Year – Tracy Benavides from H-E-B Pharmacy Solutions
Tracy Benavides is the Pharmacy Contact Center Manager at H-E-B Pharmacy, but “passion” should be Tracy’s middle name. She is fiercely loyal to the H-E-B brand and the very unique experience they provide to their pharmacy customers. Tracy is equally as passionate about her agents, recognizing that they are the crucial link in the service chain and empowering them to deliver a great experience every time. Tracy is also a passionate inContact user, ensuring that her agents are always trained and fluent on the latest technology and providing us feedback that we can use to make the products and company better.
Congratulations to our inContact Mojo Award winners! We are already looking forward to 2016 and hope to see you there.