Press Room

inContact Announces Key Wins to Finish 2009

inContact, Inc. (NASDAQ: SAAS, www.inContact.com), the market leader in on-demand call center software and call center agent optimization tools, announced that it concluded 2009 on a strong note with the signing of a number of key contracts during the month of December.

New customer wins during December included companies in the telecommunications, health and human service, insurance, hospitality, and high tech industries as well as three new outsource call center providers and a new Fortune 500 company. The organizations range in size from those employing fewer than 25 customer call center agents to over 500.

Of special significance in December, inContact illustrated its strength in the enterprise market with a contract for its eLearning solution with a Fortune 500 company that is a global leader in cleaning, sanitizing, food safety and infection prevention products and services for the foodservice, food and beverage processing, healthcare, and hospitality markets. After learning of inContact’s scalability, functionality and integration capabilities, the company favored inContact’s on-demand call center software solution over using a premise-based offering. Initially, eLearning will be rolled out to one of several call centers, starting with more than 100 agents. The implementation is part of the customer’s initiative to provide increased support to its call center personnel. The eLearning solution pushes targeted, prioritized training, communications and testing directly to the agent’s desktop during dips in call volumes.

Also of significance in December, inContact’s leadership position in the on-demand call center market was affirmed again as it was selected to replace a competitor’s hosted software solution at a leading telecommunications provider for small businesses and mobile professionals. The competitor’s offering was not able to meet its service level agreements. inContact’s guaranteed 99.99% uptime, as well as its leading integration with salesforce.com customer relationship management software made inContact the ideal solution to satisfy this customer’s needs. In addition to providing the inContact automated call distributor and workforce management solutions to the company’s in-house agents, this company also utilizes an outsourced call center to handle some of its overflow customer service functions. The inContact on-demand call center software solution enables the company to use inContact at both the in-house center and the outsourcer, enabling seamless reporting and visibility across both locations. In order to simplify scheduling in the call centers, the company also purchased the inContact workforce management solution for over 100 seats.

inContact also continued its penetration in the 2-1-1 market. 2-1-1 is a free service that provides information and referrals to health and human service organizations in nearly every state. inContact signed  a new state-wide 2-1-1 organization, and added the company’s ECHO customer satisfaction survey tool to the call routing offering already in place at another. inContact now works with 18 of the 2-1-1 organizations in the country, and has proven the on-demand model works very well for these non-profits. Communities depend on 2-1-1 organizations year-round, but the demand intensifies in the event of a crisis. The on-demand call center software from inContact allows these organizations to scale to meet demand, allows agents to work from any location in the event of an emergency, and its geographic redundancy ensures reliable uptime.  

"I am pleased to report that these and other recent wins mark a strong finish to another strong year for inContact," said Paul Jarman, inContact CEO. The number of hosted contact center infrastructure seats is estimated to grow at an annual rate of 35% in 2010¹, and we remain strategically positioned to meet and capitalize on the needs of this rapidly growing market and remain confident that 2010 will be another strong year of progress and performance for our company.”

1. DMG Consulting

About inContact

inContact, Inc. (NASDAQ: SAAS) provides the market leading on-demand customer call center software platform, inContact, to approximately 650 call 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 call center software platform. Companies with call 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.