Alameda Alliance for Health Implements inContact Cloud-Based Call Center Solutions to Enhance Service to Members and Physicians

SALT LAKE CITY – September 15, 2010 —inContact (NASDAQ: SAAS), the market leader in hosted call center software and call center agent optimization tools, announced today that Calif.-based Alameda Alliance for Health (Alliance) has implemented the company’s hosted call routing, interactive voice response (IVR) and outbound dialing solutions. The inContact technology is expected to help the Alliance meet their aggressive customer service goals for their more than 110,000 members and 1,700 health care providers.

“We receive more than 200,000 calls from both members and service providers annually,” explained Ingrid Lamirault, Alliance chief executive officer. “We need a modern, cost-effective call center solution with tools to accommodate our anticipated membership growth due the State’s expansion of managed care for its Medi-Cal beneficiaries and changes from federal health care reform expected as early as 2013.”

Before implementing the inContact system, the Alliance had an outdated premise-based system that made configurations and accessing data very difficult, and also limited the company’s ability to scale quickly or fully utilize technology to meet growing demands. The Alliance selected the inContact system for three primary reasons: to provide better service to its members via skills-based call routing, to strengthen its ability to communicate in a timely and efficient fashion using customizable messages, and to add outbound campaigns for the first time.

inContact now links the agents in each department on the same system, seamlessly routes the calls to the right agent trained to take each particular call, and provides a pay-as-you-go pricing model with the ability to expand without adding new equipment. Additionally, inContact’s cloud-based technology enables the Alliance to eliminate thousands of dollars in capital expenditures for conventional installed equipment.

“Through our hundreds of implementations, we know how to help our customers meet their business goals. The Alliance contract demonstrates how we can help our customers utilize the technology to meet the needs of their customers,” said Durinda Biesman, senior vice president, Global Service Delivery for inContact. “Additionally, our solution removes upfront capital investment, worry about managing hardware and the need for in-house telephony specialists while also providing feature-rich capabilities to optimize customer interactions. For the Alliance, as for so many other organizations, the choice is clear.”

About Alameda Alliance for Health

Alameda Alliance for Health (Alliance) is a public, not-for-profit managed care health plan committed to making high quality health care services accessible and affordable to low-income people of Alameda County. Established in January 1996, the Alliance was created by and for Alameda County residents. The Alliance provides health care coverage to over 110,000 low-income children and adults through four programs: Medi-Cal, Healthy Families, Alliance Group Care, and Alliance CompleteCare. For more information, visit or

About inContact

inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit

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