Press Room
inContact Signs Agreement With Large International Outsourced Contact Center
SALT LAKE CITY — April 30, 2009 — inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand contact center software and agent optimization tools, announced that it signed an agreement with a global outsourced contact center with well over 25,000 agents in over 25 countries including the U.S. In the coming months, inContact will initially provide its Coaching and eLearning tools for up to several thousand agents in a new competitive initiative supporting key clients.
Outsourced contact centers play a significant role for a variety of different organizations both here at home and abroad. According to industry publications, approximately 40% of U.S.-based companies use outsourcers in some way, with the top reasons for usage being: providing out-of-hours service, conducting market research and surveys, and addressing call overflow. By outsourcing, versus owning and managing one’s own contact or service center, a business relies on an outsourced group such as this to do all of their contact handling (calls, email, fax, chat), agent recruitment and training.
Because of inContact’s unique network capabilities and Software-as-a-Service architecture, it is simple and cost effective for both company-owned or outsource providers to deploy to any location, including home-based agents, without the need to purchase additional hardware. Companies and outsourcers alike continue to recognize the benefits and cost savings associated with the work-at-home agent model versus a more traditional infrastructure. Agents enjoy a more flexible work environment, decreased work-related expenses and significantly improved job satisfaction. Employers can attract better qualified agents from an expanded labor pool, experience dramatically lower attrition rates and achieve substantial reductions in per-agent operating costs. This win-win scenario delivers improved customer satisfaction and loyalty.
“We are extremely pleased to begin working with this large new customer,” said Paul Jarman, inContact CEO. “This customer will initially use our Coaching and eLearning agent improvement solutions designed to maximize agent productivity by identifying periods of low call volumes and pushing self-guided or person-to-person coaching and eLearning modules to them. With these agent optimization tools, we maximize slow call periods and help make agents better at what they do. Because outsourced call center agents typically work on multiple brands and accounts, the need for ongoing coaching and learning is particularly important in that environment. Outsource organizations offer inContact enormous vertical growth potential over time in terms of both agent and product usage expansions.”
Jarman continued, “In addition to this new relationship, we are currently targeting and advancing other opportunities with U.S. and foreign based outsourcers, which include a just-completed pilot program for one organization that currently employs over 50,000 agents. As a result of this successful pilot, inContact has recently entered into two small contact center deployments for this customer. Earlier this month, we announced that inContact had been chosen by Call Center International to support its outsourced Lebanon operations.”
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.)
inContact® is the registered trademark of inContact, Inc.
Contact
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Investor Contact: |
General Contact: Heather Hurst Communications Director 866-698-8911 heather.hurst@inContact.com |
inContact, Inc. 7730 S. Union Park Ave. Suite 500 Salt Lake City, UT 84047 866-965-7227 info@inContact.com |
