Content Marketing Journal

inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand call center software and call center agent optimization tools, announced today that it has signed a contract to implement its call routing software in a major direct response marketing company. inContact was chosen over a number of options as a critical solution to help the company’s customer service department reverse long-standing challenges it has faced with customer support and provide self-service options for customers with simple requests.

The direct response company recently introduced several popular new products, and the resulting customer interactions overwhelmed their existing system. With a finite number of phone lines coming into the call center, once the maximum number of customers was in the queue, any other callers received a busy signal. As a result, the company had an unknown number of frustrated customers who couldn’t get through to the customer service center, and customer satisfaction in the center suffered immensely.

Direct marketing companies require the highest degree of business flexibility, as call volumes can fluctuate wildly based on season, marketing campaigns and other demands. Like many others, this direct marketing company utilizes an outsourcer to handle overflow traffic during high call seasons. During the Christmas season, inContact was easily deployed to all of the outsourced agents, ensuring a consistent customer experience regardless of which center handles the call. Managers can monitor and report on the activities of the outsourced agents alongside the agents in their own center for a holistic view of the entire customer experience.

The inContact implementation will also include a very sophisticated IVR call flow capability with speech recognition that will allow customers to perform simple tasks, such as checking the status of a shipment or tracking an order, without the aid of an agent.

inContact has demonstrated repeatedly its leadership position in contact centers in many industries, including the $2 trillion direct response marketing industry. inContact’s approach has gained wide acceptance in this industry, given our capability of scaling with the business of our direct response customers. 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.

“The inContact call center solution enables direct response marketers to focus on their marketing and campaigns, while we become their trusted partner to ensure that every contact is properly managed. And unlike the premise players, our approach matches perfectly with the business model of these demanding and complex businesses,” said Paul Jarman, inContact CEO. “We are particularly pleased at this recent win, and the trust placed in our organization to deliver critical services during this holiday buying season.”

About inContact

inContact, Inc.® (NASDAQ: SAAS) provides the market’s leading on-demand customer call center software platform, inContact, to more than 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 call 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, call center workforce management functionality, and a customer feedback and survey solution. Because the inContact software 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.

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inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.