Multi-Billion Dollar Retailer Selects inContact Cloud Solution to Enhance Contact Center Operations

SALT LAKE CITY (Sept. 1, 2011) -- inContact (NASDAQ:SAAS), the leading provider of on-demand call center software and call center agent optimization tools, today announced that a multi-billion dollar retailer has selected the inContact cloud call routing solution to power its 100-agent inbound call center functions, including customer service, sales, and employee relations.

As a leading provider and "household name," this company has always strived to deliver a high quality experience that reflects its brand values in its product offerings, both online and at retail locations. The company identified limitations in their legacy contact center systems that restrained that customer experience. The issues included lack of support for additional contact channels, the inability to make fast, on-demand changes to support new products, campaigns and markets and very limited reporting that couldn't provide insight into the effectiveness of contact center operations. The company faced a significant capital investment to upgrade their existing premise system, and instead made the strategic decision to move its call center functions to the cloud on the inContact platform.

"Some of the world's most respected brands are moving to the cloud to provide a compelling competitive advantage and ensure a high level of branded service," said Paul Jarman, inContact CEO. "By making a strategic move to the cloud, this company can create a differentiated and profitable customer experience while dramatically reducing operational costs and improving efficiency. In fact, a recent study by Frost & Sullivan1 found that contact centers can lower the cost of their contact handling and workforce optimization infrastructure by up to 43% over a five-year period by utilizing cloud-based offerings rather than installing equipment in their own facilities."

The company selected inContact based on its powerful interaction scripting, intelligent reporting and the ability to cost-effectively route the right calls to the appropriately skilled agents via the cloud.

Jarman concluded, "More than ever, the world's leading brands are turning to the cloud and to inContact to ensure that their customer service solutions are flexible, relevant and customer-centric, ensuring a consistent level of service excellence into the future."

Additional Information

1Frost & Sullivan, Premise Vs. Hosted Contact Center: Total Cost of Ownership Analysis, April 2011

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

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