Press Room
inContact Signs Three New Direct Response Marketing Companies
inContact Call Routing Solutions Perfectly Suited for the Direct Response Industry
SALT LAKE CITY – (September 9, 2009) – inContact (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand contact center software and agent optimization tools, announced that it signed three additional contracts with direct response marketing companies over the past 90 days. Nearly 300 additional agents will begin utilizing the inContact call routing system (ACD) across the three companies.
inContact offers the perfect call routing solution to the $2 trillion direct response marketing industry, where flexibility is key to maintaining a profitable operation. Direct response marketing is practiced by a wide variety of companies in all types of industries – from Fortune 100 to non-profit organizations. This marketing method seeks to elicit a response from consumers via phone, email or the Internet. Infomercials are the most recognizable means of direct response advertising, but it is also done through magazines, the Internet and direct mail.
It is typical for call volumes in direct response contact centers to fluctuate significantly based on the timing and volume of promotional and advertising campaigns. The inContact pay-as-you-go model charges only for the time used on the system, rather than for capacity, enabling these marketers to make each campaign more profitable. In periods of very high call volumes, the inContact platform can hold calls in queue, reducing the need to over-trunk with T1 lines at the site level, and avoiding the possibility that customers will get a busy signal.
Direct response marketing demands quick reaction to trends and shifts in the marketplace. inContact users can quickly and easily modify the platform functionality based on the needs of a particular campaign. These changes could impact IVR prompts, agent scripts and database dips – all of which may need to be changed within just a few hours. inContact users can quickly manage their own changes to the solution, whereas a premise-based system will typically require implementation by the vendor, and can take up to two weeks.
One company of note among the three new customers is an organization that sells and markets nutritional supplements. The company will ramp to a staff of 200 agents on the inContact platform over the next 180 days. The company shifted from a brick-and-mortar call center to a complete staff of at-home agents, all working on the inContact platform, a proven solution for at-home agents. A study by analyst group IDC forecasts at-home agent utilization to grow by 19% annually through 2012, which would translate to over 300,000 agents by 2010. This workforce model is attractive for contact centers as at-home agents are typically more mature, better educated and report higher levels of job satisfaction, resulting in lower operational costs, much lower attrition rates and better customer service.
“The inContact system has proven to work extremely well for direct response marketers,” said Paul Jarman, inContact CEO. “Our fast implementations, pay-as-you-go model, scalability and flexibility are the perfect combination for the needs of this industry. We are excited to begin working work with these new customers and add them to our existing direct response customer base .”
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. 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 |
