Press Room
inContact Signs Agreement with a Leading Marketing Company
Integration with Salesforce.com CRM Product Provides Enhanced Customer Service Capabilities
SALT LAKE CITY – June 2, 2009 – inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand contact center software and agent optimization tools, announced that it has signed an agreement with a leading marketing company for its inContact Automated Call Distributor (ACD). inContact was selected for both its premier ACD technology and unique network capability that can link multiple centers with varying connectivity options, as well as its ability to integrate with the customer’s existing Salesforce.com customer relationship management (CRM) product .
This new customer had existing telephony hardware and systems that it did not want to replace as part of upgrading its contact handling software and solutions. By using blended connectivity to link the company’s brick-and-mortar locations and remote agents together, inContact will save the company the considerable capital expense of a “rip and replace” approach to their network that other solutions providers were proposing. The customer’s South East office will be linked with two T-1 lines (TDM) while the European office and the remote employees will use VoIP.
“We are the only contact center solutions provider to my knowledge that can put together a variety of connectivity solutions to meet our customer’s needs.” said Paul Jarman, inContact CEO. “In fact, this customer came to us after a competitor simply couldn’t make the connectivity requirements work. With our roots in telecommunications infrastructure, and our unique network capabilities, we can work with all types of telephony and layer in a level of intelligent call routing that not only upgrades, but changes the way contact centers operate.”
Once the inContact implementation is completed, the marketing company plans to provide 24-hour customer service by routing calls between its different locations during their respective daytime hours. Because of the time difference between Europe and the United States, no single center will have to employ agents on 24 hour shifts.
By combining inContact’s industry leading contact center platform with Salesforce.com’s CRM product, the marketing company expects to see increased customer service and enhanced agent efficiency through the use of the integrated products. For example, the product integration automatically provides information to the agent about the caller in a quick seamless manner. When a customer calls into the system from a number already in the CRM, all of that customer’s pertinent information automatically pops up on the agent’s screen. Also, the integrated products allow priority routing – where if a customer is identified in the CRM as high profile or a VIP, they can be automatically moved to the front of the queue or routed to a more appropriate agent, providing an elevated level of customized service.
inContact Resources:
• inContact Integrations: http://www.incontact.com/products-solutions/incontact-integrations
• inContact Network Connectivity: http://www.incontact.com/products-solutions/incontact-network-connectivity
• Three-Minute Overview: http://hooktours.com/8082158/
About inContact
inContact, Inc.® (NASDAQ: SAAS) provides the market 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 company and product names are trademarks, registrations or copyrights of their respective owners.
Media Contact:
Heather Hurst
Communications Director
866.698.8911
heather.hurst@inContact.com
Investor Contact:
Neal Feagans
Feagans Consulting, Inc.
303-449-1184
