Profile: inContact, Inc. (SAAS.O)

inContact, Inc. (inContact), formerly UCN, Inc., incorporated in August 23, 1994, is engaged in the selling software solutions and telecommunication services to the contact center industry. It offers a variety of connectivity options for carrying an inbound call into its inContact suite or linking agents to its inContact suite, including T1s, Internet protocol (IP) connectivity, toll free and local inbound numbers. It sells telecommunication services unbundled from its inContact suite, including a voice T1 product, the Intelligent-T and switched 1+ services. Its SaaS offering to users consist primarily of on-demand, hosted, contact handling software. The inContact application suite includes an integrated package of contact handling, reporting and administration applications, as well as performance monitoring and management tools.

inContact Suite of Services

The inContact suite is a call center solution delivered as SaaS on a complete time division multiplexing (TDM) and voice over Internet protocol (VoIP) telecommunications network. The features of inContact, including patents pending, helps customers measure, control and improve the quality of customer interactions within their company. The Company’s inContact ACD product provides contact handling and routing functionality along with the management services required for its customers to monitor and manage the process. The inContact ACD includes skills-based routing, universal contact queues, automatic call back and inbound/outbound call blending. The Company’s inContact Computer Telephony Integration (CTI) leverages the customer database to deliver a caller experience based on data relevant to the caller. inContact CTI integrates with customer data servers to provide agents with pre-populated customer data that reduce contact handling times.

The inContact interactive voice response (IVR) is an IVR that delivers an initial caller experience. IVR assists the caller to get to the appropriate live-agent service. The Company’s inContact ECHO gathers the opinion of the customer and presents the analysis of the feedback directly to supervisors and agents to identify gaps in service and processes. The Company’s inContact Hiring helps reduce attrition by assessing contact center candidates for skills, personality traits, and cognitive abilities essential to the job. Its inContact Workforce Management (WFM) helps customers forecast demand, workforce scheduling, analyze and optimize staffing and report real-time adherence in their contact centers. inContact WFM includes analysis to predict service levels, abandon rates and queue times, as well as a break/lunch optimization wizard to improve staffing efficiency. In addition, agents can review their schedule, setup schedule preferences, request time off, and swap shifts with other agents on their own.

inContact eLearning provides targeted, prioritized training, communications and testing directly to the agent’s desktop during dips in call volumes with RightTime technology. The Company’s inContact Network Connectivity runs a national carrier-class telecommunications network providing both TDM and VoIP connectivity, as well as toll free and local number services. The Company also offers professional support and helps users establish, set-up and optimize their contact centers for customer satisfaction and revenue optimization.

Long Distance Products and Services

As a domestic and international long distance reseller and aggregator, the Company contracts with a number of third party long distance service providers for the right to resell telecommunication services to its customers. The Company’s telecommunication services enable customers to buy most of the telecommunications services they need from one source; combine those services into a customized package, including all-in-one, contact center solution, and receive one bill for those services.