inContact Expands Footprint in the Growing Business Process Outsourcer Market

SALT LAKE CITY (July 14, 2011) – inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, today announced that a large global business process outsourcer (BPO) has selected inContact to power a growing blended campaign for a large telecommunications provider. The customer is starting with 50 seats and expects it to grow to more than 150 by the end of the year. In addition to working with this telecommunications provider, the BPO expects to grow its relationship with inContact to support other customer needs as they arise.

The BPO strategically selected the inContact blended dialer to power the campaign after a failed experience with another hosted contact center solution.  inContact was able to meet all of the company’s requirements including Payment Card Industry (PCI) compliance and integration with other third party solutions used by the company.

“Large BPOs have been turning to inContact when they have campaigns or projects that require flexibility, scalability and enterprise-class functionality,” said Paul Jarman, inContact CEO. “The inContact cloud-based solutions give BPO operators an extraordinary competitive advantage, as evidenced by expanding success in this market segment.”

The inContact Blended Predictive Dialer improves the customer experience by monitoring call volumes and transitioning between inbound and outbound calls automatically based on need. The new BPO customer will benefit from the following attributes of the inContact system:

  • Service Level Agreement-based Inbound-to-Outbound and Outbound-to-Inbound blending
  • Unified agent experience
  • Multi-number dialing and list management
  • Campaign-based callbacks and scheduling
  • Call monitoring and recording

Jarman concluded, ““The BPO market is highly competitive and client dissatisfaction and low margins can be the end of an outsourcer’s business. Our proven portfolio of scalable, flexible, pay-as-you-go cloud-based contact center solutions enables BPOs to better manage their talent, reduce non-billable hours, increase revenue per call and differentiate their service offering. In short, we help them create profitable customer experiences.”

Additional Information

About inContact
inContact (NASDAQ: SAAS) helps contact 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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