About Us

inContact began as a reseller of telecommunications services in 1997 and has evolved to become the leading provider of cloud-based call center solutions and the only company to pair a software offering with network connectivity. Industry analysts have confirmed the company’s leadership position in the market:  
 

	“Companies should have inContact on the shortlist of hosted contact center service providers.”
	“inContact is the top rated supplier for reliability in our Agent Performance Management 2010 Value Index.”

inContact’s sophisticated cloud-based technology gives call centers many advantages not available with traditional premise-based systems. Aside from being far more cost effective, inContact allows call centers to create a differentiated and profitable customer experience. inContact enables call centers  to understand their customer preferences, touch points and channels; optimize the mix of self-service and agent-managed contacts; and deliver customer-centric business insights.
 

As a complement to the company’s call routing and agent optimization solutions, inContact has built inUnison, a powerful ecosystem of alliances with leading solution providers that are easy for customers to buy and implement. The inUnison is aligned by vertical and customer need and offers an intelligent workflow between the platform and applications.

The inContact platform includes an ACD with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, WFM, eLearning, hiring and customer feedback measurement tools. Together, the inContact platform creates an integrated, all-in-one solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site.

¹ Ovum, Decision Matrix: Selecting a Hosted Contact Center Service in the US, Ian Jacobs, April 2010.

² Ventana Research, Value Index: Agent Performance Management, May 2010.