Case Study: inContact achieves 99.99% SLA compliance with BMC Software’s TrueSight and Remedyforce

inContact, the leader in cloud contact center solutions, uses multi-cloud monitoring solutions to maintain its 99.99% SLA

inContact, a market-leading provider of cloud contact center software that supports over 200,000 agents across more than 120 Fortune 500/Global 2000 companies and government agencies, needed to guarantee always-on availability and fast performance across a hybrid environment (on‑premises data center plus AWS) to meet its industry-leading 99.99% SLA.

inContact deployed BMC TrueSight and Remedyforce—an AIOps-driven monitoring and alerting solution that provides second-by-second metrics, real-time dashboards, email alerts and automated tickets—to detect anomalies, accelerate response, and align capacity with demand. The solution preserved SLA compliance and system performance, improved visibility into critical systems, and delivered a capacity-driven payback in nine months.

inContact

Elmer Benites

VP Cloud Operations