Press Room
Claim Processing Company Utilizes inContact and Salesforce.com for Industry Leading Customer Support Capabilities
Integrated Cloud-Based Applications Will Improve Complete Call Center Process
SALT LAKE CITY – October 5, 2009 —inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand contact center software and agent optimization tools, announced that a provider of performance solutions for the casualty claims industry will be using inContact’s integrated product offering with Salesforce.com for its multiple call centers. The company processes calls from thousands of repair facilities and over 200 insurance companies.
The company has utilized the inContact software product in its call center operations for nearly two years, and has used the Salesforce.com customer relationship management (CRM) product with one of their internal divisions for over a year. With the Salesforce CRM product fully integrated with inContact, the company plans to expand the Salesforce.com presence enterprise wide and are expanding into various other offerings from inContact to improve the agent training and customer experience.
The inContact and Salesforce.com integration will improve the entire call center cycle – routing, call resolution and reporting, which will combine to improve the overall customer experience. The product integration allows agents and managers to work through a single user interface to resolve customer calls and run reports. Because both applications are cloud-based technologies, companies that utilize inContact and Salesforce.com also see the overall benefits of a Software-as-a-Service offering: quick deployments, minimal cash outlay, a rapid and quantifiable return on investment, a reduced maintenance burden and a pay-as-you-go model.
“More and more companies are seeing the benefits of layering the inContact solution over their existing phone system and utilizing the inContact integration with on-demand CRMs like Salesforce.com to drive improved customer interactions,” said Paul Jarman, inContact CEO. “Because both of our technologies were built in the cloud from the ground up, we can offer quick implementations and a fast ROI. Recently, another customer using inContact with Salesforce.com reported that after the implementation, they doubled reservations from phone calls – the primary benchmark for success in their call center. With the proven performance and enhancements these two products and companies bring to one another, we expect to see more and more customers utilize the integration. inContact has proven with hundreds of customers that we can solve difficult challenges today.”
About inContact
inContact, Inc.® (NASDAQ: SAAS) provides the market’s leading on-demand customer contact center platform, inContact, to approximately 600 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. Companies with contact centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, 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 Safe Harbor statement, please click here.)
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inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.
Contacts
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Investor Contact: |
General Contact: Heather Hurst Communications Director 866-698-8911 heather.hurst@inContact.com |
