inContact Overview
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description
Transcript of inContact Overview
1,000 implementations
60,000 agents
11 billion + calls
Satisfied customers
Key facts Revenue growth
COMPANY OVERVIEW
Leading cloud-based company for the contact center marketplace
2011 revenue: $89M
2011 employees: ~425
Headquartered in Salt Lake City
THEY TRUST US SO YOU CAN TOO
“We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record of developing and delivering innovative customer care solutions.”
— Mike Palmer, Vice President of Enterprise Strategy and Marketing, Verizon
“After a lengthy due diligence process, we were pleased to select inContact to power our cloud contact center offering.”
— Chris Hummel, CMO and President, No. America, Siemens Enterprise Communications
BRAND-NAME CUSTOMERS ACROSS INDUSTRIES
Proven Market Leadership
“Companies should have inContact on the shortlist of
hosted contact center service providers.”
POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM
ContactRouting
WorkforceOptimization Telecom
Contact RoutingACDIVRCTIEmail/ChatSpeech RecognitionOutbound Dialing
Workforce OptimizationHiringCoachingeLearningCustomer SurveyRecordingQuality MonitoringWorkforce Management
TelecomTDMVoIPSIPToll FreeLocal DID
UNMATCHED SECURITY AND RELIABILITY: INCONTACT TRUST OFFICE
• Highest published service reliability of 99.99%
• Certified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner
• Ensures performance and scalability by working with network planning and network operations
The systems and reliability you need over thelong-term for your business
inContact Network: 99.99% uptime guaranteeinContact Network: 99.99% uptime guarantee
40 %40 %
80%
Broad Geographic Coverage
THE SIX LAYERS OFINCONTACT CLOUD SECURITY
Deliver a differentiated experience for every customer at every touch point.
Understand customer
preferences, touch points, and channels
Optimize the mix of self-service
and agent-managed contacts
Deliver customer-
centric business insights
INCONTACT EXPERT SERVICES
The BestIndustry’s highest documented customer satisfaction
• Connectivity consulting
• Business consulting
• Professional Services On-Demand
• Custom Service Packages
• All delivered by veterans of the call center industry with 400 collective years of experience
Kick Off Design Training Testing Go-Live
Implementation MethodologyImplementation Methodology
• The Kick-Off call is to introduce the team that will be involved on the project, what our roles are and how we work to make YOUR project a true success.
Team Includes• You as our
Customer• Project Manager• Sales• Sales Engineer• Client Service• Business Analyst
• Our Business Analyst will work with you to determine customer call flows, and scripts and to make sure that the Statement of Work meets our customers expectations. Once completed, we will require a signature from our Customer.
• The Project Manager will assist in downloading all the necessary applications for our customer prior to going live.
• Training will be a web based eLearning course for all to take.
• A 2 hour Q&A will be scheduled with inContact Training Dept for a more in depth look at the applications.
• Internal Testing will be done with the inContact QA team.
• Customer Testing will be done with Customer, inContact Project Manager. Business Analyst, Client Service.
• Confirmation from our customer that they accept the project and are ready to go live.
• Business Analyst to visit Customer Site to ensure a quality turn up and answer any questions.
• GO LIVE - Ready to turn up site and begin taking calls.
timing
milestones & reviews1 week 2 – 4 weeks 1 week 1 week 1 week
Kick-off call
Establish Project Team
Design SOW Sign SOW
Download Apps
Complete Training
Transition to Client Services
Complete Testing
Approximately 30 to 45 days after signature – you are up and
running
Key Components of inContact Key Components of inContact
INCONTACT IS THE ONLY CHOICE
People
Financial Strength
Powerful
Ecosystem
International Reach
Continuous Innovation
Award-Winning Platform
