SALT LAKE CITY (January 27, 2011) – inContact (NASDAQ: SAAS), a provider of on-demand contact center software and contact center agent optimization tools, announced today that a leading direct response marketing company has selected the inContact platform to enhance profitability and improve the overall customer experience in its contact center.
inContact offers an ideal solution for the $2 trillion direct response marketing industry, where flexibility and intelligent call routing is key to maintaining a profitable operation. Direct response marketing - which is typically deployed through infomercials, internet and traditional marketing channels -- is practiced by a wide variety of companies in all types of industries, from Fortune 100 to non-profit organizations. inContact has a strong foothold in this industry, and is rapidly growing its base of direct response marketing customers.
“Every call coming into a direct response company is a potential sale, which means that they must be handled with the highest level of customer care,” said Paul Jarman, inContact CEO. “inContact helps our customers staff appropriately to meet their peak call times, route calls to the best skilled agents and integrate with a CRM system to improve the overall customer experience.”
The new direct response customer experienced challenges in handling calls to maximize sales during peak times, which generally occur when a television advertisement runs. The company was offloading overflow calls to an outsourcer that would take each caller’s contact information, and then pass the contact back to the in-house center to make call-backs at a later time. As direct response customers typically make a purchase when they first connect with an agent, this methodology meant potential lost sales and the company knew they needed to make a change.
With inContact, the company is now shifting its overall contact center approach, making their 300 agents the first responders and routing calls to those agents best skilled to handle them. The customer will also enhance the service experience by integrating their CRM system with the inContact call routing platform, enabling agents to view caller and account information and historical contact data as soon as a call is answered. As they make this shift, the company will also deploy the inContact hiring and workforce management (WFM) solutions to ensure that they have the best trained people on staff during peak call times.
Concluded Jarman, “As the leading provider of cloud-based contact center solutions, we’re excited to provide our platform to meet the rigorous demands of yet another direct marketing company and we are confident we’ll meet and exceed their high expectations.”
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.
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® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.