Profile: inContact Inc (SAAS.O)
10 Mar 2014
inContact, Inc. (inContact), incorporated in August 23, 1994, is a provider of cloud-based contact center solutions. The Company operates in two segments: Software and Telecom. The Software segment includes all monthly recurring revenue related to the delivery of its inContact portfolio of software applications plus the associated professional services and setup fees related to the software services product features. The Telecom segment includes all voice and data long distance services provided to customers. The inContact portfolio includes automatic call distribution (ACD) with skills-based routing, interactive voice response (IVR) with speech recognition, computer telephony integration (CTI) capabilities, reporting, workforce optimization, e-learning, contact center agent hiring and customer feedback measurement tools. Taken together, the inContact cloud-based platform creates an integrated solution for call centers, including those with distributed workforces , either at-home or multi-site. The inContact solution creates a integrated solution for call centers, including those with distributed workforces - either at-home or multi-site.
The inContact Cloud Portfolio
The inContact portfolio consists of inContact automatic call distributor (ACD), inContact computer telephony integration (CTI), inContact interactive voice response (IVR), inContact Integrations, inContact ECHO, inContact Workforce Management, inContact Quality Monitoring, InContact Screen Recording, inContact eLearning, inContact Network Connectivity and Professional Services.
inContact provides advanced 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. inContact ACD is also capable of aggregating multiple contact center sites into a single entity. inContact CTI integrates with customer data servers to provide agents with pre-populated customer data that reduce contact handling times. The inContact CTI can also link interactive voice response applications with transaction databases, enabling caller self-service and reducing the need for agents where appropriate.
inContact can overlay an existing private branch exchange (PBX), while communicating hand-in-hand with the customer relationship management (CRM) solutions used by its customers. inContact ECHO gathers the opinion of the user and presents the analysis of the feedback directly to supervisors and agents to identify gaps in service and processes. inContact Workforce Management (WFM) helps its 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. In addition, agents can review their schedule, set up schedule preferences, request time off, and swap shifts with other agents on their own.
inContact’s Quality Management Software provides insights into agent performance and customer satisfaction. inContact Screen Recording provides compliance level screen recording functionality for all voice channel interactions. inContact eLearning provides targeted, prioritized training, communications and testing directly to the agent’s desktop during dips in call volumes. inContact runs a national carrier-class telecommunications network providing both TDM and voice over Internet protocol (VoIP) connectivity, as well as toll-free and local-number services.
Telecom Products and Services
The Company long distance services are managed through its inContact suite and calls are routed across its network. The Company contracts with a number of third-party long distance service providers for the right to resell telecommunication services to its customers. Its primary providers are Qwest, Verizon, and Global Crossing. The range of traditional telecommunication services the Company offers enables its customers to buy the telecommunications services they need from one source, combine those services into a customized package, including its all-in-one, contact center solution, receive one bill for those services, call the Company at a single point of contact if service problems or billing issues arise. The Company also acquire, from its third-party long distance service providers, dedicated long distance service, toll-free services, dedicated data transmission service and calling cards. These services and fees are billed to the Company as stated in its contracts with its providers and are payable on the same terms as switched long distance service.
Suite 500, 7730 South Union Park
MIDVALE UT 84047