Leading Coffee Company, Illy caffe, Selects the inContact Cloud-Based Solution

SALT LAKE CITY (February 17, 2011) - inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, announced today that illy caffè, a leading global coffee company, has selected the inContact contact center platform to enhance the service experience for its growing base of North American customers.

The illy contact centers currently service four segments of business for the company's North American operations: direct to consumer, U.S. trade, technical dispatch and Canadian trade.  A leader in quality, innovation and technology, illy is available in the finest restaurants, cafes, hotels and retailers in over 140 countries around the world, serving more than 6 million cups of illy coffee per day.  

As the company's business grows in North America, illy's contact center management identified limitations in their legacy contact center systems that restrained that growth, including the need to support additional contact channels, utilize at-home agents, and better achieve visibility into contact center activities to ensure the highest level of customer service.

 

Illy selected inContact to support its aggressive customer service goals, and the cloud-based model provided them with the flexibility, multi-channel capability and intelligence to seamlessly link, monitor and report on the company's two contact center locations from anywhere. In addition, inContact allowed illy to easily expand its service offerings to include email and chat communication channels, enabling customers and consumers to reach service reps in the method that's most convenient for them. The company can also scale up and down with at-home agents as necessary, when contact center staffing requirements change.

 

"Unlike premise-based systems, inContact's cloud-based contact center portfolio is designed to remove complexity from day-to-day operations and allow customers to focus on growing their business," said Paul Jarman, inContact CEO. "As the leading provider of cloud-based contact center solutions, we help companies of all sizes use service as a competitive advantage to fuel increased customer loyalty and profitability. We look forward to partnering with illy to maximize the growth of their North American operations."

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.

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