Contact Center Solutions Featured Article

August 22, 2008

inContact by UCN to Improve Contact Center Efficiency

By Arvind Arora


UCN Inc., a company that is engaged in development of software-as-a-service (SaaS (News - Alert)) applications for intelligent contact routing and agent improvement, has announced that it has gone into an agreement with Limited Treasures, a company manufacturing and retailing entertainment memorabilia, for inContact, a SaaS application developed by UCN (News - Alert) for multi-site contact centers.
 
The inContact platform by UCN provides intelligent routing of multi-media contacts to agents located anywhere, along with better management visibility, agent productivity and agent retention. An enterprise-grade Automatic Call Distributor (ACD) has been included in this software application patented by UCN, equipped with other features like skills-based routing, IVR, speech recognition and computer telephony integration (CTI (News - Alert)). Also, the application features a number of capabilities for optimization of agent performance, such as customer experience surveys and agent scoring analysis, call monitoring, call recording, and workforce scheduling and forecasting.
 
Limited Treasures, a company based in Tennessee, wanted a solution for better customer support, advanced reporting features and enhanced routing functionality, and had chosen inContact after facing inefficient system reliability from its former provider.
 
Scott Eisenhut, national sales manager at Limited Treasures said since the company is undergoing rapid growth, it needed a solution that would give it the ability to make real-time changes. 
 
Eisenhut noted that inContact created a cost-effective means to consolidate three telephony and communications systems that manage the phone, long-distance calling and outbound dialing into a single application.
 
inContact features skills-based routing capabilities, that have increased the agent productivity metrics for Limited Treasures by about 100 percent. Deployment of this application has seen a reduced number of calls in queue by 88 percent, when compared to the previous provider. The application also features some advanced capabilities such as outbound dialer and automated callback, which have helped it generate higher customer satisfaction levels.
 
Eisenthut said that a robust range of tracking and reporting has been paramount to how UCN manages its center and inContact makes this all possible.
 
Paul Jarman, CEO at UCN said that this is not the first time the company has successfully replaced an existing hosted solution, as the breadth of functionality provided by inContact, coupled with company's depth of experience as a network infrastructure provider, puts it in a position that its hosted competitors cannot match.
 
Jarman added that enterprise-grade ACD and redundant server centers of UCN located in Los Angeles and Dallas offer a best-in-class platform designed to increase productivity, improve performance insights and reduce overall operational costs. To learn more about UCN, please visit http://www.ucn.net.
 

Arvind Arora is a contributing editor for TMCnet. To read more of Arvind's articles, please visit his columnist page.

Edited by Eve Sullivan


Related Contact Center Solutions Articles

    Mitel Integrates Contact Center Solution with VMware View

    With an objective to bring desktop virtualization to the contact centers, virtualization and cloud infrastructure solutions provider VMware Inc. has integrated Mitel's Contact Center Solution for VMware View. This integration enables contact center managers to better serve customers with centralized administration and better security as well as the ability to reduce costs. [ Read More ]
    02/14/2012

    Blending: The Key to Broadening Call Center Quality without Additional Resources

    While many a corporate call center has found, in recent years, the need to tighten its belt, other call centers with shallower pockets, such as those that support non-profit groups or government agencies and civil services, have found the budget crunch to be even more dire. [ Read More ]
    02/14/2012

    Is Improperly Used CRM Dragging Your Customer Support Down?

    While companies have been adopting ever more technology to try and support their customers to the best of their abilities - the sales figures for customer support solutions and applications bear witness to this - customers have never been more dissatisfied. Weird? A bit. And it might just be a function of improperly chosen, implemented and used customer relationship management (CRM) solutions. [ Read More ]
    02/14/2012

    VXi Launches UC ProSet for Contact Center Users

    The UC ProSet wired headset designed especially for unified communication users in contact centers and offices has been launched by VXi Corporation. VXi Corporation has improved its unified communication B2B line with this new headphone, the UC ProSet, which incorporates several features for ease and fashion of contact center users. [ Read More ]
    02/14/2012

[ View all Contact Center Solutions Articles ]

Socialize with us

FREE Contact Center Solutions eNewsletter

Click here to receive your targeted Contact Center Solutions Community eNewsletter.[Subscribe Now]

Industry News

Featured Resources

Contact Center Solutions Glossary of Terms

Press Releases

About the Contact Center Solutions Community

    Welcome to the Contact Center Solutions Community The Contact Center Solutions Global Online Community, Sponsored by Interactive Intelligence, is designed to serve as the industry's premier resource for information and research on Contact Center Solutions technology and deployment strategies.