Cloud-based call center software and workforce optimization tool provider inContact says it has extended its partnership with Verint Systems Inc., a provider of enterprise workforce optimization and security intelligence products. Under the agreement, inContact will convert Verint’s workforce optimization suite to the cloud, allowing contact centers to deploy the applications through a pay-as-you-go software model.

Typically, the workforce accounts for more than 70 percent of the expense in any contact center, inContact says, and maximizing agent effectiveness through monitoring, training and scheduling is key to profitability and customer satisfaction.

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