2014

Leading Multi-National Software Company Selects inContact to Unify Service Processes Company Plans to Ramp to Nearly 250 Global Agents on inContact Contact Routing Solutions and Cloud WFM

SALT LAKE CITY, March 7, 2012 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud-based contact center software and contact center agent optimization tools, announced that a leading multi-national software company selected the inContact contact routing and workforce management solutions to unify its global customer service operations. The company has plans to ramp its usage of the inContact platform to nearly 250 agents in the coming months.

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The software company supports thousands of product lines through multiple contact centers around the globe and, prior to moving to the cloud, was using several different legacy premise-based systems to link these centers. The contact center management conducted an extensive search for a single vendor system to replace and harmonize the multiple systems, add new channel capabilities, and future-proof the company for growth.

The software company selected inContact to support multi-location and at-home agent deployments around the world, using a "follow the sun" routing strategy. The company uses salesforce.com at the heart of its customer interactions, and so inContact's integration with this CRM as well as its ability to get the solution rapidly deployed to meet an aggressive timeline were key factors in the decision. Additionally, inContact's flexibility enabled the company to deliver calls to the cloud on their preferred carrier.

"With our growing international presence, supported by our global cloud infrastructure, inContact is a very attractive solution to multi-national companies with significant operations around the world," said Paul Jarman, inContact CEO. "We are able to provide an enterprise-class solution to our customers, with all of the benefits of scalability, pay-as-you-go model, and disaster recovery that have become the hallmarks of the cloud delivery model."

With agents working at home and at multiple contact centers around the globe, the software company will be able to strategically manage its distributed workforce through the use of the inContact Workforce Management solution. The WFM solution will enable the company to maximize agent effectiveness and improve supervisor oversight through monitoring, training and scheduling.

Additional Information

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based 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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