Profile: inContact Inc (SAAS.O)
11 Nov 2016
inContact, Inc. (inContact), incorporated on March 15, 1999, is a provider of cloud contact center software solutions. The Company provides a range of cloud contact center call routing, self-service and agent optimization solutions. The Company operates through two business segments: Software and Network connectivity. inContact's Software segment includes the services related to the delivery of its cloud contact center software solutions. The Company's Network connectivity segment includes the voice and data long distance services provided to customers. The Company offers its products and services to its customers in approximately five vertical markets, such as customer services and sales business process outsourcers (BPOs), retail and direct response, healthcare providers, utilities, and state and local Government.
The Company provides software, which includes Automatic call distributing, Computer telephony integration, Interactive voice response with speech recognition, Outbound dialer, PBX and CRM integration, ECHO agent service surveys and reports, Workforce optimization, Quality management, Screen recording and Interactive reporting tool. inContact runs a national carrier-class connectivity network providing both time-division multiplexing and voice over Internet protocol (VoIP) connectivity, as well as toll-free and local-number services. The Company's connectivity network is the backbone of the inContact cloud contact center software suite as its customers' calls are routed across the Company's carrier-grade network. inContact contracts with various third party network connectivity service providers for the right to resell connectivity services to its customers.
The inContact customer interaction platform as a service includes cloud infrastructure, voice as a service, omnichannel routing, workforce optimization and analytics. inContact operates a national connectivity network, which provides both time-division multiplexing and voice over Internet protocol (VoIP) connectivity, as well as toll-free and local-number services. Cloud multimedia routing for all customer interactions, including traditional channels such as inbound/outbound voice, voicemail, e-mail, chat, work items, interactive voice response (IVR), voice portal and self-service, as well as newer channels such as social media and short messaging services (SMS). Cloud multimedia routing includes pre-built integrations and application program interface (APIs) for customer relationship management (CRM), unified communications and other inContact ecosystem partners. The Company's omnichannel routing offers inContact ACD, inContact IVR, inContact MAX-My Agent eXperience, inContact Personal Connection Outbound, inContact CTI and inContact Integrations, among others. The Company's workforce optimization offers inContact Workforce Optimization, inContact Workforce Management, inContact Quality Management, inContact Screen Recording and inContact ECHO, among others. The Company's analytics offers inContact Reporting, inContact Analytics-Driven Quality and inContact inView.
The Company's expert service model offers Business Partner Service Team, Cloud and Contact Center Experts, and Global, around the clock Service Support and Maintenance. The Company caters to small and medium-sized business, enterprise, Government and business processing outsourcing (BPO). The Company builds its inContact suite of cloud software solutions as a multi-tenant application written in C#, Microsoft.Net and structured query language (SQL) server.
Tower 1, 75 W Towne Ridge Pkwy
SANDY UT 84070-5522