inContact by UCN to Improve Contact Center Efficiency
August 22, 2008
UCN Inc., a company that is engaged in development of software-as-a-service (SaaS) 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 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). 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 ContactCenterSolutions. To read more of Arvind's articles, please visit his columnist page.
Edited by Eve Sullivan