Leading Marketing and Customer Acquisition Firm Selects inContact

SALT LAKE CITY (February 9, 2011) – inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, today announced that a leading marketing and customer acquisition firm selected the inContact cloud-based interactive voice response (IVR) solution to enhance self service in its contact center.

The company assists its customers in finding, comparing and ordering Internet, TV, phone and other digital services from brand name service providers and focuses heavily on providing its customers with a premier service experience. The marketing and customer acquisition firm has historically used outsourcers to route its calls, but didn’t have any control or visibility over the process. The company selected inContact in order to improve the service experience and reduce agent handling costs, gaining more control over the call distribution process and the percentage allocation of calls allocated to outsourcers. The new inContact self-service application will handle approximately 1 million minutes of customer interactions per month, or equal to the efforts of approximately 160 agents, if those calls were handled in the traditional agent methodology.

“When it comes to the way customers interact with your company, you can never focus too much on providing a premier customer experience,” said Paul Jarman, inContact CEO. “IVR self service is typically the first touch point your customers have with your company, and it’s extremely important that it enables them to get what they need as efficiently as possible.”

The cloud-based IVR market is growing quickly. According to DMG Consulting, “There are many compelling reasons why end users are adopting hosted IVR technology at a rapid rate, while revenues from premise-based IVR systems are expected to shrink. Scalability is one reason; availability of touch-tone and speech recognition resources another; avoidance of large up-front capital and implementation costs a third. Pace of innovation and ease of upgrades are additional factors.”1

The inContact IVR solution allows customers to self-solve on basic functions like bill pay, account inquiries and more. When the call center is closed, the IVR adds an extra level of convenience by enabling customers to take care of business after hours. Not only does it help customers, but it’s a benefit for business. It seamlessly integrates with other technologies and can be deployed fast with any additional equipment purchases. With a user-friendly drag and drop utility, it is incredibly easy to configure on-demand by call center management.

Concluded Jarman, “We look very forward to working with this marketing and customer acquisition firm on improving the IVR experience for their customers.”

Additional Information
•    Learn about inContact’s IVR solution
•    Follow @inContact on Twitter
•    Become a fan of inContact on Facebook

1 DMG Consulting, Hosted Contact Center Infrastructure Market Report, 2010

About inContact
inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call 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.