inContact Announces Key New Customer Win and Recent Expansions

SALT LAKE CITY – April 19, 2010 — inContact, Inc. (NASDAQ: SAAS), the market leader in on-demand call center software and call center agent optimization tools, announced a key new customer win and recent expansions within two existing customers. Combined, theses three customers will expand the inContact solutions to nearly 600 additional agents.

Based on a referral from an existing customer, inContact signed one of the world's largest providers of business outsourcing solutions for its ECHO customer survey solution. Prior to ECHO, the company was using a home-built solution that did not provide timely customer feedback. More than 100 of the company’s 600 agents will initially use ECHO, allowing them to hear the voice of the customer through satisfaction surveys and thus determine how to improve service based on that feedback.  

A global outsourced call center provider with well over 25,000 agents in over 25 countries recently expanded its use of the inContact eLearning and Coaching agent improvement solutions to an additional site where they will be utilized by over 350 agents. These customized training and communications solutions were first successfully implemented with the company’s home-based agents in 2009 and are now being implemented in one of the company’s many brick-and-mortar operations. The Coaching and eLearning solutions are designed to maximize agent productivity by identifying periods of low call volumes and pushing self-guided or person-to-person coaching and eLearning modules to them. These agent optimization tools maximize slow call periods and help make agents better at what they do.

inContact also expanded its presence to a fourth business division within a large global imaging and networking technology company. The company initially implemented the inContact call routing, ECHO, eLearning and Workforce Management solutions in one division in 2009. Once the call center management and agents experienced the benefits, scalability and quick implementation of inContact’s on-demand call center software, they championed the inContact solution to three other divisions, most recently to the company’s support group with 120 agents. The support division had suffered with long hold times and inefficient routing due to three disparate phone systems in its call centers that didn’t integrate with one another, forcing the company to use three reporting, monitoring and routing systems. The inContact platform will allow the call center operations to work together as one, without the need to replace or purchase any new equipment. This business division will also benefit from inContact’s workforce scheduling, training and customer satisfaction capabilities they didn’t previously have.

“These examples of recent new customer wins and expansions are typical of how inContact  continues to grow its presence through providing premier products, people and customer support,” said Paul Jarman, inContact CEO. “It is fantastic to see relationships within our existing customer base grow and expand through referrals from one division to another. We aim to give our customers a simple way to reduce the cost and improve the quality of every customer interaction.”

About inContact

inContact, Inc. (NASDAQ: SAAS) provides the market leading on-demand customer call center software platform, inContact, to approximately 650 call centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class call center software platform. Companies with call centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD software) with skills-based routing, Computer Telephony Integration (CTI software) and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit

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inContact® is the registered trademark of inContact, Inc.