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Leader in cloud contact center software maintains 99.99% SLA with multi-cloud monitoring

99.99%

SLA compliance

9-month

payback

Real-time

performance alerts

Video: inContact gains efficiency and cost savings (1:16)

A leader in cloud-based contact center software, inContact adopted several BMC Digital Enterprise Management solutions to achieve increased server density, deferred spending, fast ROI, and greater performance efficiencies. (1:16)

inContact gains efficiency and cost savings (1:16)

Business Challenge

inContact’s cloud contact center software supports over 200,000 customer service agents employed globally by more than 120 Fortune 500/Global 2000 companies, and by government agencies in the U.S. These organizations rely on inContact for always-on availability and fast performance to deliver exceptional customer service experiences. inContact offers the industry’s best published service level agreement (SLA) of 99.99% and is recognized as a market leader by Gartner, IDC, and other industry analysts for its complete cloud solution. To consistently deliver 99.99% uptime with inContact Customer Interaction Cloud, IT must closely monitor the health of the IT environment and ensure that the right capacity is available at all times.

BMC Solution

TrueSight, an AIOps platform that utilizes the latest advancements in machine learning and artificial intelligence, provides real-time monitoring and alerting to speed the detection of and response to impending issues.

"TrueSight is our central point of service management integration for our hybrid model using our private and public clouds, giving us standardized and centralized service management capabilities regardless of where the service component is hosted," said Elmer Benites, VP of Cloud Operations for InContact AWS. "Our customers' transactions traverse this multi-cloud environment and we need an integrated way to manage all these components. For our public cloud, we use multiple AWS infrastructure computing, storage and native services, all managed using TrueSight and other BMC products." TrueSight also enables IT to optimally align capacity with business demand, while Remedyforce provides insight into critical systems.

Take a deep dive into how InContact implemented Remedyforce in the webinar, "Implementing an Automated Service Desk Magic Button."

Business Impact

The BMC solutions provide visibility into spikes or abnormalities, uncovering potential issues and enabling rapid response that keeps performance at SLA-mandated levels.

  • Second-by-second monitoring of time-sensitive metrics helps ensure SLA compliance and minimize performance degradations.
  • Real-time display of performance data, email alerts, and automatically generated tickets in Remedyforce provide extensive visibility into the health of critical systems.
  • Use of TrueSight Capacity Optimization to make decisions on the need for additional virtual machines translated into a 9-month payback.

"TrueSight is our central point of service management integration for our hybrid model using our private and public clouds, giving us standardized and centralized service management capabilities regardless of where the service component is hosted."

— Elmer Benites, VP Cloud Operations InContact AWS

Let's discuss your transformation

Featured offerings:

TrueSight Capacity Optimization

Align IT to business goals based on capacity usage patterns and predicted growth

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TrueSight Operations Management

Analytics-driven performance management to find and resolve availability and performance issues

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Remedyforce

Complete IT service management built on Salesforce App Cloud

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