inContact Expands Cloud Footprint in Three Existing Accounts

Proven Power of the Cloud Enables Continued Expansion Across Customer Base

News provided by

inContact

Jun 07, 2012, 08:30 ET

SALT LAKE CITY, June 7, 2012 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, announced the recent expansion of its cloud solutions across three key existing accounts. Together these three customers will be expanding, over the next couple of quarters, to include more than 900 additional seats of the inContact cloud contact routing solution.

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"We initially established a successful beachhead implementation with each of these customers, and we are pleased to be their continued trusted partner," said Paul Jarman, inContact CEO. "The cloud is demonstrating its power to effectively change key performance indicators for our customers – such as contact center profitability, agent effectiveness and customer retention and satisfaction."

The first expansion customer had proven the inContact solution in its sales and service centers in two geographically disparate locations. The company has expanded to additional locations, supporting new sales and service agents in Europe and North America and will deploy inContact as contracts with its legacy premise contact center software provider expires and as the company shifts to a VoIP-based phone system. inContact can layer over any existing PBX solution, both TDM or VoIP, providing a flexible solution for global contact centers of all sizes.

The second expansion customer is a large Business Process Outsourcer (BPO) that has experienced significant growth over the past two years. The company found a niche providing service for leading insurance carriers and has established its expertise in the space. When one of the BPO's customers significantly expanded its business, the provider was able to easily ramp up their seats of inContact to meet the demand. In addition to easily scaling their seat counts, the BPO is also able to quickly onboard new agents to handle the growing accounts.

"We see a number of BPOs turn to the cloud to power their business, as it enables them to pay only for the service they use without significant IT support overhead costs," continued Jarman. "They can quickly scale up and down as they add new customers, support seasonality, and bring on new campaigns. This is a very strong market sector where we have seen ongoing growth."

The third expansion customer provides sales and service expertise to support its learning management system (LMS). The company experienced sudden growth through acquisition, and has additional acquisitions planned. After using inContact in its existing facilities over the past year, it was an easy decision for the company to switch its newly acquired agents over to the inContact system in order to ensure consistency in reporting and data integration. With a goal to be the leading LMS provider in its industry, this company sets itself apart through a leading sales and support  experience and inContact has proven to be a key partner in their ongoing growth strategy.

Jarman concluded, "Customer service continues to drive differentiation for leading companies today. We are proud that our cloud solutions are helping to provide our customers with the competitive advantage they need to win in their markets."

Additional Information

About inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contactcenter software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, 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 statement, please click here.)

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

SOURCE inContact

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