Why inContact?


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  • I’ll describe these points in greater details, but inContact has the most experienced team in the industry, financial stability, and was one of the first cloud-based contact center providers. In addition, inContact has a robust partner ecosystem that lets you integrate with your existing systems and extend your platform. And, inContact has an international presence with infrastructure and redundancy throughout the US, Europe and Asia. Finally, inContact’s product suite offers you the innovation you need.
  • Here are a few key facts about inContact. We are a publically held company with a long history of quarter on quarter growth. While we are headquartered in Salt Lake, are more than 300 employees can be found worldwide. We have over 800 customers, 60,000 agents and have handled over 10 billion calls to date. And, our customer retention rate of 90% proves our model works.
  • This is just a small selection of the awards we have won over the past few years from organizations such as TMC and Customer Interaction Magazine & Contact Center World proving inContact’s market leadership.
  • Our executive team has the experience and know-how you need having worked with companies such as IBM, Ominiture, Oracle, Verint, SAP, McLeod, and Sun Microsystems.
  • We spoke briefly about inContact’s financial strength and stability. Here are a few key facts: Publicly held company - NASDAQ: SAAS 2010 Revenue: $82MM Consolidated Q2 ‘11 Revenues: $21.7MM Cash: $20.2MM EBITDAS positive for 12 consecutive quarters Five consecutive quarters of record software bookings Software retention rates of approximately 90% Recent Stock Price: $4.76 (7/28/11) Market Cap: $170MM In addition, we have unmatched experience with over 800 contact center cloud deployments, working with 60,000 call center agents and we’ve handled 10 billion calls on our platform. You can find our POP’s in the US, Philippines, UK and in Germany.
  • Now I’d like to talk to you about a few market trends that we are seeing. By 2012, consumers will be willing to perform all possible customer service functions themselves. By 2013, at least 35% of customer service centers will integrate social capabilities. By 2014, there will be more smart phones than computers accessing the net. By 2015, companies will generate 50% of Web sales via their social presence and mobile applications.
  • In addition to the market trends just mentioned, the cloud is taking off at an unprecedented rate. InfoWeek: http://www.informationweek.com/news/telecom/call_centers/231000242 ICMI: http://www.icmi.com/Resources/Articles/2011/March/Goodbye-to-the-Box-The-Rise-of-Hosted-Call-Center-Infrastructure Motley Fool: http://www.fool.com/investing/general/2011/04/29/customer-service-moves-to-the-cloud.aspx
  • With the market trends we’ve mentioned and the growth of the cloud, it is important to have a partner with the experience and expertise you need. We have a proven game plan for your success that has been refined over hundreds of deployments and 10 years so that you can take advantage of new channels of customer communication and get the competitive advantage you need in customer service..
  • So let’s take a closer look at the service experience. Every day, your customers have a variety of experiences with different touch points in your business – what we like to call Moments of Truth. But what this Gartner chart shows us pretty clearly is that not every experience is of equal impact or value to your customers –service is a subjective and often emotional issue. For example, an ok technical support experience is important but an installer that defaults on a service promise made causing a customer’s day to be upended matters far more. And many businesses only take an inside out approach to service They address and automate what’s painful and important for them and not what matters to their customers. We have found that customers who take the time and effort to map their customers “emotional service transfer points” and create processes to address these win in the long term.
  • inContact’s solutions give you a competitive advantage by allowing you to understand the channels your customers want to use to communicate with you, optimize the mix of self-service and contacts through your agents and then collect and deliver customer-centric insights back to the business so that you can continue to improve your overall customer experience.
  • inContact’s product portfolio can be segmented into 3 categories – contact routing, workforce optimization and telecom and data.
  • Within each of these categories, inContact has robust product offerings – with everything from a basic IVR platform to tools that help you with hiring, coaching and quality monitoring to telecom offerings such as local DID and VoIP.
  • One of the reasons customers like you choose inContact is that we integrate with your existing phone system and all you need is a 10-digit number to get started. But, we also let you expand your system and it’s functionality through our robust partner ecosystem that includes the top CRM providers, eLearning, and Workforce Management, to name a few.
  • Our partner ecosystem and over 100 integrations with ERP, CRM systems, plus our inCloud Apps let you leverage the power of the inContact platform.
  • Here are just a few examples of our integrations inCloud – Developer centric (apps and CloudWare) Browser and Desktop – customer integration centric -- Plugin Agent – Cloud app integration -- Client API – Desktop app integration -- SDK – System to System integration =========== New web services methods Enhanced data warehouse Better access, more data
  • We sometimes hear concerns about losing the ‘power’ of a premise-based system meaning that people sometimes think that you may give up customization. In fact, inContact gives you the power of a premise-based system, but with the customization you need so that you can easily change and edit scripts with just a click of a mouse. No change orders required.
  • We’ve also talked about delivering you the metrics you need to more effectively run your business. This is just a snapshot of the kind of metrics you can get so that you can better gage agent utilization, performance and other important statistics.
  • And, in addition, you also have a platform with complete redundancy and fault tolerance.
  • Wherever your organization is located, our redundant network provides you with the geographic coverage you need.
  • Smart businesses won’t use a product until they can trust it with their most valuable asset, their customers .  That is why we created the Trust Office. The mission of the Trust Office is threefold. Our first goal is service reliability. The Trust Office works closely with engineering and operations to ensure our systems and networks are designed, managed and able to support 99.99% uptime. This ensures you have a service you can always count on.   The second mission of the Trust Office is security. We know how valuable our customers’ data is and as a result, the Trust Office creates, approves and audits security processes.  We uphold the highest security standards and are certified with PCI, SOX, FCC and CPNI. We are also certified as a Safe Harbor Partner.   The third and final mission of the Trust Office is to ensure performance and scalability. To achieve this, we work closely with network planning and network operations to ensure that network growth and design matches our customers' growing demands. This gives you the systems you need to get ahead now and over the long-term life of your business.
  • And our professional services team has the expertise and experience you need to implement the solution you need with a staff of 60, 800 SaaS deployments to date and best-in-class customer satisfaction.
  • While it is crucial to have a top-notch team during your implementation, it is also important to have the support you need as you scale and grow. Our Global Service Delivery Team serves as your primary contact, shares best practices gleaned over the years and acts as your advocate to ensure your success.
  • While we’ve spoken about our professional services team and the ongoing support that you’ll receive from our global service delivery team, there is a lot more to our service team than what you see including our Trust Office, Infrastructure team, Ongoing R&D, our NOC, customer portal-focused IT and our knowledgebase. All of these teams and related infrastructure operate with one goal in mind: Maximize uptime and make it easy for you to focus on your core business.
  • Now that we’ve talked about inContact’s platform, people and plan for success, let’s touch briefly on the type of savings you’ll see from moving to the cloud. A recent Frost & Sullivan report comparing premise call centers against cloud-based ones, found a significant total cost of ownership savings over 3 & 5 years. Here you’ll see savings of up to 58% over 3 years for a 500 seat contact center.
  • Our customers are our best advocates and can prove the results I just discussed from Frost & Sullivan. Support.com has realized $3.4M in annual savings while Sitel has seen more than $1M in savings since implementing inContact. And, results go beyond cash savings as you can see Extra Space Storage was able to double their reservation rates.
  • Finally, when you move to inContact, you are in good company. Here is a selection of some of the Fortune 500 that we are proud to call our customers.
  • In sum, inContact gives you the competitive advantage you need to succeed – with infinite configuration options, market-leading technology, enterprise scalability and a single view of your customer.
  • Why inContact?

    1. 1. inContact The Power to Put Your Customer First <ul><li>Spencer Dean | (801) 320-3228 direct * (801) 201-4673 Cell | [email_address] </li></ul>
    2. 2. WHY INCONTACT? People Financial Strength Ecosystem International Innovation Cloud-based Platform
    3. 3. COMPANY OVERVIEW <ul><li>800+ customers </li></ul><ul><li>60,000 agents </li></ul><ul><li>10 billion + calls </li></ul><ul><li>90% customer retention </li></ul><ul><li>Highest independently-documented customer satisfaction rate </li></ul>Satisfied customers Key facts Revenue growth <ul><li>Leading cloud-based company for the contact center marketplace </li></ul><ul><li>2010 revenue: $82M </li></ul><ul><li>2011 employees: ~300 </li></ul><ul><li>Headquartered in Salt Lake City </li></ul>
    4. 4. <ul><li>Proven Market Leadership </li></ul>“ Companies should have inContact on the shortlist of hosted contact center service provider s. ”
    6. 6. <ul><li>800 Cloud Deployments </li></ul><ul><li>10 Billion Calls </li></ul><ul><li>60,000 Agents </li></ul><ul><li>100 Countries </li></ul><ul><li>POP in Philippines, UK & Germany </li></ul><ul><li>NASDAQ: SAAS </li></ul><ul><li>$82M Revenue (2010) </li></ul><ul><li>$20.2M Cash </li></ul><ul><li>$70M Market Cap </li></ul>FINANCIAL STRENGTH EXPERIENCE GLOBAL REACH
    7. 7. MARKET TRENDS <ul><li>By 2012, consumers will be willing to perform all customer service themselves. </li></ul><ul><li>By 2013, at least 35% of customer service centers will integrate social capabilities. </li></ul><ul><li>By 2014, there will be more smart phones than computers accessing the net. </li></ul><ul><li>By 2015, companies will generate 50% of web sales via their social presence and mobile applications. </li></ul>Source: Gartner
    9. 9. THE PLAN FOR SUCCESS <ul><li>3-stage process that has been refined through hundreds of deployments over 10 years </li></ul><ul><li>Enables you to take advantage of and leverage new channels of customer communication such as social media and mobile </li></ul><ul><li>Gives you the tools you need to differentiate customer service </li></ul>
    10. 10. <ul><li>Your Moments of Truth </li></ul><ul><li>What’s it like for a customer to interact with your employees? </li></ul>
    11. 11. INCONTACT CUSTOMER SOLUTIONS Optimize each interaction to deliver a differentiated experience for every customer. Understand customer preferences, touch points and channels Optimize the mix of self-service and agent-managed contacts Deliver customer-centric business insights
    12. 12. POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM Contact Routing Workforce Optimization Telecom Contact Routing Multichannel Routing & Prioritization Deliver the contact through the appropriate channel in most effective manner Workforce Optimization Optimization of people and processes Ensure that the right people are hired and train them effectively for their jobs. Monitor ongoing excellence. Telecom Telephony and data Cost-effectively overlay existing hardware, offer a variety of telephony choices to fit any mix of needs.
    13. 13. POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM Contact Routing Workforce Optimization Telecom Contact Routing ACD IVR CTI Email/Chat Speech Recognition Outbound Dialing Workforce Optimization Hiring Coaching eLearning Customer Survey Recording Quality Monitoring Workforce Management Telecom TDM VoIP Toll Free Local DID
    14. 14. OVERLAY WITH YOUR EXISTING PHONE SYSTEM Integrate with robust 100+ partner ecosystem Existing Phone System CRM Consulting eLearning Workforce Management CRM
    15. 15. THE POWER OF THE INCONTACT PLATFORM ERP, CRM, etc. inCloud Apps Customer Interaction Ecosystem Agent Optimization Ecosystem PBX
    16. 16. <ul><ul><li>Plugin Agent </li></ul></ul><ul><ul><li>Browser app integration </li></ul></ul><ul><ul><li>Out-of-the-box integrations with CRM and ERP systems </li></ul></ul><ul><ul><li>Easy to integrate with “home grown” applications </li></ul></ul><ul><ul><li>Client API </li></ul></ul><ul><ul><li>Allow 3 rd party control of the inContact platform </li></ul></ul><ul><ul><li>Leverage platform data to provide enhanced analytics </li></ul></ul>INTEGRATIONS <ul><ul><li>Object routing </li></ul></ul><ul><ul><li>Creates powerful universal queue </li></ul></ul><ul><ul><li>Skills and routes items from other applications </li></ul></ul><ul><ul><li>Trouble ticket, CRM channels </li></ul></ul>
    21. 21. UNMATCHED SECURITY AND RELIABILITY: INCONTACT TRUST OFFICE <ul><li>Highest published service reliability of 99.99% </li></ul><ul><li>Certified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner </li></ul><ul><li>Ensures performance and scalability by working with network planning and network operations </li></ul><ul><li>The systems and reliability you need over the long-term for your business </li></ul>
    22. 22. INCONTACT PROFESSIONAL SERVICES <ul><li>Business Consulting and Best Practices Office </li></ul><ul><li>Professional Services On-Demand </li></ul>Largest with a staff of nearly 60 Most Experienced with over 800 SaaS deployments Best-in-Class customer satisfaction
    23. 23. DEDICATED CUSTOMER SUPPORT <ul><li>Primary contact for customer success </li></ul><ul><li>Regular calls and help with issue resolution </li></ul><ul><li>Share best practices </li></ul><ul><li>Regular proactive outreach to touch base and track success </li></ul><ul><li>Additional advocate and contact for customer success (Implementation Consultant is primary during implementation) </li></ul>Cortnie Zobrist Service Delivery Support 888-454-7601 [email_address] Nicole Davis Service Delivery Supervisor 877-817-6037 [email_address] Our role during implementation: Our role after Go Live:
    24. 24. SERVICE: MORE THAN WHAT YOU SEE Global Service Delivery Professional Services Trust Office Infrastructure Team Ongoing R&D NOC Customer Portal-Focused IT Knowledgebase
    25. 25. RETURN ON INVESTMENT THROUGH LOWER TCO Source: Frost & Sullivan, April 2011 Real savings in cloud-based vs. premises-based solution Customer-Centric Strategies Agent Seats Total Cost of Ownership % Savings over 3 years 50 Seats 30% Savings 100 Seats 42% Savings 250 Seats 51% Savings 500 Seats 58% Savings
    26. 26. RESULTS THAT MATTER $3.4 million in annual savings Doubled reservation rates More than $1 million savings
    28. 28. GET THE COMPETITIVE ADVANTAGE YOU NEED <ul><li>Infinite configuration options </li></ul><ul><li>Technology keeps pace with innovations </li></ul><ul><li>Enterprise capability with the speed and flexibility of the cloud </li></ul><ul><li>Unify voice and view of the customer </li></ul>