inContact Expands Footprint in 2-1-1 Market

SALT LAKE CITY (Apr 19, 2011)--Dialing 2-1-1 is a simple way for Americans in most cities to connect with health and human services providers in their communities, from government to nonprofit organizations. inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, is a proven technology provider for these organizations, and today announced its largest 2-1-1 contract to date, bringing the total number of 2-1-1 organizations using inContact to 35. This new 2-1-1 customer will be using inContact call routing and its ECHO post-call survey solution to enhance statewide health services provided via nearly 100 agents.

"inContact is rapidly becoming the provider of choice for 2-1-1 organizations, as we help them leverage existing resources and infrastructure to do more, automate mundane processes and streamline operations so they can run more cost-effectively," said Frank Maylett, EVP of Sales for inContact. "We also help 2-1-1 centers define the right blend of self-service and agent managed contacts, enabling them to keep costs down while providing citizens with more convenient options."

Having deep experience with 2-1-1 call center environments, inContact has developed compelling solutions to help these organizations address their unique and mission-critical challenges and requirements, including:


Because inContact creates a virtual cloud-based contact center regardless of location, 2-1-1 agents can work from anywhere that has an internet connection, reducing costs and increasing the agent hiring pool.


inContact can easily scale when a disaster or other human services event occurs, ensuring that calls are answered quickly and effectively, even while call volumes escalate. The pay-as-you-go model also ensures that organizations on a tight budget don't need to pay for unused capacity when it's not required.

Skills-Based Routing and Call Flows

The inContact solution call routing solution ensures intelligent distribution of calls to the right people with the right specialties.


inContact features a powerful, integrated reporting and analytics platform that gives 2-1-1 operators a comprehensive view of call center performance to enhance productivity and key business processes.

Concluded Maylett, "With our base of approximately 35 of the 80 2-1-1 call centers across the country, this market has great growth potential for inContact as we help ensure that vital 2-1-1 services are available for communities during the most critical times."

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 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

Additional Information

  • 211 IMPACT was able to scale from 70 to 1,000 ports, triple agents and use flexible IVR scripting when a flood hit their area: Click Here
  • Thanks to inContact, Washington State 211 saved $640,000 in initial outlay and was able to unify all seven of its locations on a single ACD system: Click Here
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