SSPA | Service & Support Professionals Association

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14870 Pony Express Road
Bluffdale, UT 84065
801.320.3263
www.incontact.com

Solutions:

inContact

inContact/WFM

inContact/VoIP Service

inContact/Customer Sureys

Company 360
Revenues:	$82M
Installed Base:	267
Employees:	190
Deployment:	SaaS

Customer References
Unitrin
ConAgra
KANA Software
Xact TeleSolutions
1-800 Flowers
eBay
Global Telesource
SeaSide Vacations
Sonos
MetTel
Washington State 211
Frist American Resident Value

John Ragsdale Commentary

Companies are recognizing that OnDemand solutions can eliminate cost and complexity, and the OnDemand option is catching on in new areas. UCN is riding this Wave with their InContact solution: a complete telephony system offered OnDemand with monthly billing. InContact offers full multi-channel support (phone, fax, email, chat), quality monitoring and recording, ACD, IVR and outbound dialing capabilities, and integration to internal systems for screen pop and customer lookup. Supporting single sites, multi-sites and at home agents, InContact has drag and drop controls for building call flows and multi-channel processes, without involving any IT resources.

Functional Coverage

	eService
	Web Collaboration
	Proactive Chat
	Email Response Management
	Agent Knowledgebase
	Agent Diagnostic Tools
	Customer Knowledgebase
	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
	Case Management
	Entitlement
	SLA Tracking
	Customer History
	Upsell/Cross-Sell

	Contact Center
>	Skills Based Routing
>	Work Force Optimization
>	Quality Monitoring
	Learning Management System
>	Voice Self-Service
>	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage