inContact Introduces Powerful New Reporting and Analytics Solution

SALT LAKE CITY (May 10, 2011)  -- inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, announced today the availability of inContact Reports 2.0, a powerful, integrated reporting and analytics platform. 

inContact Reports 2.0 provides an intuitive dashboard view of contact center results that enables managers to quickly assess the performance of their entire operation and use this actionable intelligence to improve the decision-making process. In addition, Reports 2.0 enables users to choose from a wide variety of powerful, precalculated metrics to easily customize reports with just a few clicks of the mouse and save those reports for future use.

"Our new inContact Reports 2.0 solution helps managers see how their contact center is operating by enabling them to analyze data quicker and easier than with traditional premise-based systems," said Jim Tanner, inContact EVP of Product and Strategy. "The cloud lets our customers virtualize their operations across contact centers and distributed agent populations, and now Reports 2.0 delivers a comprehensive and unified view of the performance across their entire enterprise."

Key Benefits of inContact Reports 2.0

  • Build, save and export reports in just a few clicks of a mouse
  • Drill down into data to unveil root causes
  • Mix and match filters such as agent, location, skill type and more to get a broad view of your data
  • Display data in charts, graphs and summaries to help visualize results for fast decision making

"Reports 2.0 helps us measure and tune our contact center operations without having to wade through a mountain of data," said Arthur Nettleship, Workforce Manager Patron Services, FamilySearch. "Overall it's flexible and easy to use but has brought a new dimension of analytics and decision making to our contact center."

Concluded Tanner, "inContact Reports 2.0 is the next evolution in cloud-based contact center reporting and enables organizations to measure and improve the things that matter most to their customers."

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

Additional Information

Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click here.)

inContact(R) is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.