Listen to this articleFounded in 1997, Inflow Communications is the provider of award-winning, full-service, unified communications and contact center solutions. The company brings expertise in the fields of VoIP business communications, ShoreTel systems, LiveOps, communication system implementations and consulting to maximize the level of customer satisfaction and experience. Below is our recent interview with Travis Dillard, President & CEO of Inflow Communications:
Q: Travis, tell us something more about the company and your history?
A: Inflow started as a small IT shop in Portland, Oregon over 10 years ago. Since then we have grown into a national provider of enterprise communications. We are laser focused on providing only Unified Communications and Contact Center solutions. Currently we support over 113,000 endpoints across the nation. A huge part of our company culture are our core values. Our favorite core value is to create unforgettable experiences at every interaction. We live by this, and it has helped us create an outstanding team of individuals across the board who go above and beyond every day. With this we have earned a spot in ShoreTel’s Circle of Excellence 3 years in a row, became a ShoreTel Platinum Partner and ShoreTel’s National Top 5 in revenue and customer satisfaction.
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Q: Can you give us more insights into your solutions?
A: We sell Unified Communications and Contact Center solutions exclusively. Period. We don’t diffuse our focus. That means we can devote ourselves to becoming experts in our craft in order to offer a high level of technical expertise unparalleled by the competition. We have built a deep bench of highly trained technical staff with years of experience deploying and supporting unified communications and Contact Centers. Our knowledgeable, attentive, innovative support team allows our customers to resolve issues quickly and optimize their systems efficiently and effectively. We have an 8x guarantee that promises we are 8 times faster in response time than the industry average and we post our Customer Support Metrics live on our website.
Our latest solution is our Contact Center Success Management (CCSM) program. We believe that software is only 20% of the contact center, so we’ve developed our product-agnostic CCSM program to offer business and operational consulting. This program helps businesses identify the weaknesses in their existing processes and optimizes their operations in order to take their contact center to the next level. In doing this, we have businesses increase their customer retention, improve agent performance, and increase revenue.
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Q: What geographic markets are you focusing on currently?
A: We are headquartered in Portland, Oregon and have a large presence on the west coast and Texas. Although, we support clients nationwide and have offices in over 28 major cities. We recently opened new locations in the Midwest and the east coast in an effort to achieve a true nationwide presence.
Q: What are your plans for next four months?
A: Knowledge sharing is a huge part of what we do at Inflow. It’s the reason why we are looked at as thought leaders in our industry. In the next few months we are planning to spread the word about ShoreTel Connect, which is an all-new unified communications platform. We are holding free training webinars, and deploying an early adopter program in an effort to share our expert knowledge and ensure everyone has a successful upgrade.
On top of that, we are developing vertical-specific software integration packages for cloud contact centers. We have discovered a lack of integrations available between cloud contact centers and applications that businesses use every day, so we are stepping in to help make businesses run smoother in their day-to-day operations.
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Q: What’s the best thing about Inflow that people might not know about?
A: The best thing about Inflow has got to be our company culture. We strive to improve the lives of not only our customers, but our employees as well. Our company core values play a big role in our success. Just recently we were nominated as Portland Business Journal’s Top 100 Fastest Growing Companies in Oregon for the 4th year in a row, and we attribute that to our culture and core values.
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