InContact provides a cloud-based contact center platform that allows companies to optimize customer interactions across channels. Their platform offers powerful routing, workforce optimization, and telecom solutions. InContact has over 800 customers, processes over 10 billion calls annually, and has the highest documented customer satisfaction in the industry. Their cloud platform provides flexibility, scalability, and lower total cost of ownership compared to on-premise solutions.
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Our customer support representatives ensure the channel of communication through technical experts are accessible 24/7 to troubleshoot operational issues and keep your service running easily. We do not just solve your problems but we build relationships that assist your business in growing and succeeding.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
The Ciboodle One Unified intelligent desktop drives first contact resolution, allowing contact centre agents to interact with customers and giving back office experts a window into the customer.
Connect First Company Information CatalogConnect First
Find out what makes Connect First the best solution for your contact center.
Connect First is a leading cloud contact center infrastructure provider that focuses on exceptional customer experiences and rock-solid reliability. Connect First’s robust platform is designed and supported by a team of highly experienced engineers, architects and business analysts, in addition to being backed with award-winning, in-house customer support.
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.
The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?
Customer Service is a new corporate battleground. Companies need to provide state of the art customer service in order to compete and in this new market. This white paper discusses the business value and best practices of integrating your companies phone system with a strong central CRM.
ICT eGuide: Switching to cloud phones and UCaaSNiamh Hughes
Business communications systems are not just evolving, they’re being revolutionised. This guide highlights how hosted, cloud based telephony and unified communications systems offers your business competitive edge, streamlining and joining-up communications across devices. Equipping your team with the best communications tools will assist collaboration, operational flexibility, efficiency and productivity, ultimately enhancing client service levels.
Get ahead – or risk being left behind
More than half of Top 100 firms have either recently delivered or are underway with projects to implement key “foundation” technologies, demonstrating how critical IT has become to the sector. PWC Law Firms Survey Report 2019.
The Ciboodle One Unified intelligent desktop drives first contact resolution, allowing contact centre agents to interact with customers and giving back office experts a window into the customer.
Connect First Company Information CatalogConnect First
Find out what makes Connect First the best solution for your contact center.
Connect First is a leading cloud contact center infrastructure provider that focuses on exceptional customer experiences and rock-solid reliability. Connect First’s robust platform is designed and supported by a team of highly experienced engineers, architects and business analysts, in addition to being backed with award-winning, in-house customer support.
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.
The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?
Customer Service is a new corporate battleground. Companies need to provide state of the art customer service in order to compete and in this new market. This white paper discusses the business value and best practices of integrating your companies phone system with a strong central CRM.
ICT eGuide: Switching to cloud phones and UCaaSNiamh Hughes
Business communications systems are not just evolving, they’re being revolutionised. This guide highlights how hosted, cloud based telephony and unified communications systems offers your business competitive edge, streamlining and joining-up communications across devices. Equipping your team with the best communications tools will assist collaboration, operational flexibility, efficiency and productivity, ultimately enhancing client service levels.
Get ahead – or risk being left behind
More than half of Top 100 firms have either recently delivered or are underway with projects to implement key “foundation” technologies, demonstrating how critical IT has become to the sector. PWC Law Firms Survey Report 2019.
How to Achieve World Class Customer Experience through Insightful IT Bobhallahan
An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
CPaaS - Leveraging the Power of Cloud CommunicationsVoxvalley .
CPaaS (Communications Platform as a Service) unfolds real-time, modern communication functionalities viz. voice calls, video calls and chat. Businesses that prioritize engagement and support strategies for reaching 100% of their potential customer base benefit greatly from choosing CPaaS. By embedding Voxvalley’s Vox CPaaS into your app, you can achieve real-time communication features and stay competitive.
1. inContact
The Power to Put Your Customer First
Ray Hicken | 801.320.3480 | ray.hicken@inContact.com
2. SAFE HARBOR STATEMENT
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995: All statements included in this press
release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-
looking statements are based on our current expectations, estimates and projections about our industry, management's
beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often
be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates,"
"may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or
negatives of these words and include, but are not limited to, statements regarding projected results of operations and
management’s future strategic plans. These forward-looking statements are not guarantees of future results and are
subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely
from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model;
our ability to develop or acquire, and gain market acceptance for new products, including our new sales and marketing
and voice automation products, in a cost-effective and timely manner; the gain or loss of key customers; competitive
pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based
compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability
to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third
parties; and our ability to expand, retain and motivate our employees and manage our growth. Further information on
potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports
of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this
release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-
looking statement for any reason.
3. WHY INCONTACT?
People Ecosystem
Financial International
Strength
Cloud-based Innovation
Platform
4. COMPANY OVERVIEW
Key facts Revenue growth
Leading cloud-based company for the
contact center marketplace
2010 revenue: $82M
2011 employees: ~300
Headquartered in Salt Lake City
Satisfied customers
800+ customers
60,000 agents
10 billion + calls
Highest independently-documented
customer satisfaction rate
5. Proven Market
Leadership
“Companies should have
inContact on the shortlist of
hosted contact center
service providers.”
7. FINANCIAL GLOBAL
EXPERIENCE
STRENGTH REACH
NASDAQ: SAAS 800 Cloud 100 Countries
$82M Revenue (2010) Deployments
POP in
$20.2M Cash 10 Billion Calls Philippines, UK &
Germany
$135M Market Cap 60,000 Agents
8. MARKET TRENDS
By 2012, By 2013, at least
consumers will be 35% of customer
willing to perform service centers
all customer will integrate
service social capabilities.
themselves.
By 2014, there will By 2015,
be more smart companies will
phones than generate 50% of
computers web sales via their
accessing the net. social presence
and mobile
applications.
Source: Gartner
10. THE PLAN FOR SUCCESS
• 3-stage process that has been refined through
hundreds of deployments over 10 years
• Enables you to take advantage of and leverage
new channels of customer communication such
as social media and mobile
• Gives you the tools you need to differentiate
customer service
11. Your Moments of Truth
What’s it like for a customer to interact with your employees?
12. INCONTACT CUSTOMER
SOLUTIONS Understand
customer
preferences, touch
points and
channels
Optimize each
interaction to
deliver a
Deliver customer- Optimize the mix of
differentiated centric business self-service and
experience for insights agent-managed
contacts
every customer.
13. POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM
Contact Workforce Telecom
Routing Optimization
Contact Workforce Telecom
Routing Optimization Telephony and data
Multichannel Routing Optimization of Cost-effectively
& Prioritization people and processes overlay existing
Deliver the contact Ensure that the right hardware, offer a
through the people are hired and variety of telephony
appropriate channel train them effectively choices to fit any
in most effective for their jobs. Monitor mix of needs.
manner ongoing excellence.
15. OVERLAY WITH YOUR EXISTING PHONE SYSTEM
Integrate with robust 100+ partner ecosystem
eLearning
Workforce
Consulting Management
CRM CRM
Existing Phone System
16. THE POWER OF THE INCONTACT PLATFORM
inCloud Apps
ERP, CRM, etc.
Customer Agent
Interaction Optimization
Ecosystem Ecosystem
PBX
17. INTEGRATIONS
Plugin Agent Object routing
• Browser app integration • Creates powerful universal queue
• Out-of-the-box integrations with • Skills and routes items from other
CRM and ERP systems applications
• Easy to integrate with “home • Trouble ticket, CRM channels
grown” applications
Client API
• Allow 3rd party control of the
inContact platform
• Leverage platform data to
provide enhanced analytics
18. THE POWER OF PREMISE SOLUTIONS, WITH
THE CUSTOMIZATION YOU NEED
22. 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 the
long-term for your business
23. INCONTACT PROFESSIONAL SERVICES
Largest Most Experienced Best-in-Class
with a staff of with over 800 customer
nearly 60 SaaS deployments satisfaction
• Business Consulting and Best
Practices Office
• Professional Services On-Demand
24. DEDICATED CUSTOMER SUPPORT
Cortnie Zobrist Nicole Davis
Service Delivery Support Service Delivery
Supervisor
888-454-7601
Cortnie.Zobrist@inContact.com 877-817-6037
Nicole.Davis@inContact.com
Our role during implementation: Our role after Go Live:
Regular proactive outreach to • Primary contact for customer
touch base and track success success
Additional advocate and contact • Regular calls and help with issue
resolution
for customer success
(Implementation Consultant is • Share best practices
primary during implementation)
25. SERVICE: MORE THAN WHAT YOU SEE
Global Service Delivery
Professional Services
Trust Office
Infrastructure Team
Ongoing R&D
NOC
Customer Portal-Focused IT
Knowledgebase
26. RETURN ON INVESTMENT THROUGH LOWER
TCO
Customer-Centric Strategies
Real savings in cloud-based vs. premises-based solution
Total Cost of Ownership
Agent Seats
% Savings over 3 years
50 Seats 30% Savings
100 Seats 42% Savings
250 Seats 51% Savings
500 Seats 58% Savings
Source: Frost & Sullivan, April 2011
27. RESULTS THAT MATTER
$3.4 million in annual savings Doubled reservation rates
More than $1 million savings
29. GET THE COMPETITIVE ADVANTAGE YOU NEED
• Infinite configuration options
• Technology keeps pace with innovations
• Enterprise capability with the speed and flexibility of
the cloud
• Unify voice and view of the customer
Editor's Notes
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.
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: SAAS2010 Revenue: $82MMConsolidated Q2 ‘11 Revenues: $21.7MMCash: $20.2MMEBITDAS positive for 12 consecutive quartersFive consecutive quarters of record software bookingsSoftware retention rates of approximately 90%Recent Stock Price: $4.76 (7/28/11)Market Cap: $135MMIn 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-InfrastructureMotley 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 methodsEnhanced data warehouseBetter 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.
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.
