inContact Selected to Enhance Contact Center Operations for 200-Seat Retailer

SALT LAKE CITY (May 17, 2011) – inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools, announced that a major U.S.-based specialty retailer has selected the inContact cloud-based call routing solution to power its two domestic contact centers with nearly 200 agents.  

Like most retailers, the company has seasonal peaks where call volume spikes significantly, particularly during holiday seasons. Additionally, the company is anticipating ongoing growth due to the popularity of its brands and its success in cross-selling and up selling to a loyal customer base. The retailer quickly determined that upgrading its on-premise solution was not a viable option as it did not support their goal of seamlessly unifying their two contact centers, would require high upfront cost and long deployment timelines and would not allow them to scale as their business grows.

“inContact enables retail contact centers to create a differentiated and profitable customer experience,” said Paul Jarman, inContact CEO. “We help these companies provide seamless and consistent service across channels and site locations while dramatically reducing operational costs and improving efficiency. We have a growing base of retail customers, all of which report significant improvement after switching to inContact.”

The company determined that the inContact cloud platform was the best solution to meet its requirements for scalability during peak usage seasons while accommodating growth. inContact also offers powerful software applications that are not available from its current premises provider, all on a pay-as-you go basis, including an outbound dialer, recording and monitoring tools. The company anticipates a significant return on investment (ROI) from switching to inContact, as validated by a recent total cost of ownership (TCO) study by Frost & Sullivan, which noted that a 250 seat contact center can save as much as 51% over on-premise solutions in three years.

Concluded Jarman, “Today, service provides a compelling competitive advantage for retailers regardless of the products they provide.  inContact can be a ‘secret weapon’ in the retailers’ strategy to keep customers coming back for more by delivering a branded and differentiated customer experience, every time at every touch point.”

About inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact 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

Additional Information

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