UCN Becomes inContact, NASDAQ Symbol Changes to SAAS
December 19, 2008
What’s in a name? Plenty. Names for firms are their brands; they tell their story succinctly. inContact, the name of UCN’s platform, will become its new name on Jan.1, 2009. Similarly SAAS will, effective Jan.2, 2009, be the carrier/solutions provider’s new NASDAQ common stock trading symbol, replacing UCNN.
With the new names, there will be a new Web site that will also go live on Jan.2, at www.inContact.com, which will feature enhanced content for investors, current customers, analysts and potential customers, including an online community.
These changes accurately portray the UCN/inContact’s value proposition a unique contact center solutions firm with a robust IP-based voice/data network integrated with software-as-a-service (SaaS) offerings aimed at enabling contact between customers and companies. These services include ACD with skills-based routing and integrated outbound dialing, CTI, IVR/speech recognition, online hiring, eLearning and communications, workforce management, and customer feedback and survey solutions.
UCN/inContact has also been a leader in supporting and promoting at-home agents. Its one-stop-shop platform removes the worry factor in implementing and supporting remote workers, enabling them to function as effectively as agents working inside conventional contact centers.
The company’s telecommunications business unit will, however, continue to use the UCN name, reinforcing its promise of delivering exceptional service and support to its professional agents and loyal customers.
“Our name change reflects our emergence from a provider of telecommunications services to the leader in SaaS infrastructure for contact centers,” says UCN CEO Paul Jarman. “While the UCN name represents the important foundation of our business in delivering integrated telephony services, inContact has become our flagship SaaS platform that has demonstrated strong revenue growth over the last two years. Our new trading symbol not only reflects our strategic delivery platform, it reaffirms our mission of providing ‘Satisfaction as a Service™.’”
UCN/InContact delivered nearly 10 billion calls in 2008 and has more than 500 contact center deployments. Its focus is on small/midsized firms: the average contact center size it serves is 40 seats. Yet as the economic downturn deepens, it would not be surprising if larger firms approach UCN/inContact as an alternative to separately buying premises-based routing to replace aging and obsolete premises-installed TDM-based technologies carrier services and to enable home agents.
“Our SaaS applications empower contact centers to deliver exceptional customer experiences – especially those with multi-site contact centers and remote workforces,” continued Jarman. “With our industry-leading service level agreement, our customizable, multi-tenant hosting structure, and a #1 ranking for customer satisfaction by DMG Consulting, we are clearly focused on delivering the highest degree of exceptional customer experiences.”
Brendan B. Read is ContactCenterSolutions’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by
Stefania Viscusi
