SALT LAKE CITY (January 6, 2011) – inContact (NASDAQ: SAAS), the market leader in hosted call center software and call center agent optimization tools, today announced Johnston Press, one of the top three largest local newspaper publishers in the UK, as a new customer in Europe. The company plans to move several hundred agents to the inContact platform.
inContact recently expanded operations into the European market in order to meet demand from European companies, win additional business in the U.S. with global companies and increase usage of the platform with existing customers that have offices outside the United States. The move into the Europe, complemented by the company’s patent-pending voice gateway technology, has already been very well received.
The call center agents at Johnston Press take inbound and outbound calls, primarily for selling and processing advertisements. Historically, the company had very little insight into call center operations, particularly with regard to the customer experience provided by its agents spread across multiple locations. The company is enhancing its legacy premise-based system with inContact’s inbound call routing, outbound dialer, ECHO customer survey and eLearning solutions. By utilizing the inContact platform, Johnston Press will have deeper insight into its overall operations and customer satisfaction through better reporting and customer feedback. While providing higher quality call routing and self-service capabilities, inContact will also help this UK publisher to modify call center agent training and processes based on customer feedback to improve the overall experience. The company will start to migrate some of its agents to the inContact platform in early 2011 with a goal of reaching around 500 agents by 2012.
“We have been very strategic with our international expansion efforts, and are very excited that the acceptance of our offerings with both new and existing customers with global operations is off to a strong start,” said Paul Jarman, inContact CEO. “There is growing demand for inContact’s cloud-based solutions in international call center markets due to our domestic visibility and reputation, value proposition and rapid ROI. We continue to work a large and growing pipeline of new international opportunities and anticipate continued traction and momentum in the weeks and months ahead.”
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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 call 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 www.inContact.com.
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