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| [December 15, 2009] |
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inContact Adds San Diego Call Center to Its 211 Customer Base
SALT LAKE CITY --(Business Wire)--
inContact, Inc. (NASDAQ: SAAS) (www.inContact.com), the market leader in on-demand call center software and call center agent optimization tools, announced today that it successfully completed the implementation of inContact's call routing platform at 211 San Diego, replacing an in-house call center system. inContact's on-demand call center platform, which will be used by all of the non-profit organization's Information & Referral (I&R) Specialists, was selected by 211 San Diego to provide instant scalability in the event of a community health or human services emergency, ensuring that critical communications occur during critical times.
2-1-1 is a free service that provides information and referrals to health and human service organizations in nearly every state. To date, 211s cover over 80% of the nation's population. In San Diego, 211 is a 24/7 service that connects people to more than 2,000 community agencies providing nearly 6,000 programs through the easy-to-remember phone number, online searchable database, email, text and chat. This year alone, 211 San Diego anticipates receiving calls from 300,000 clients for assistance with their personal crises like food assistance, housing assistance and affordable healthcare. During a disaster, 211 partners with the County of San Diego's Office of Emergency Services to provide up-to-the-minute public information to the community.
"After a dramatic increase in calls following the 2007 wildfires, the economic downturn and the H1N1 flu virus, we knew we had to upgrade to a call center platform that can handle larger call volumes and accommodate additional Information & Referral Specialists," said John Ohanian, Chief Executive Officer of 211 San Diego. "We are thankful for the generous funding from the First 5 Commission of San Diego County and technical expertise from Qualcomms, Inc.'s information and technology team for helping us continue our mission of helping people connect efficiently to the service delivery system. inContact is a trusted partner that will help us meet our community obligations with maximum flexibility."
Because of inContact's on-demand, "in the cloud," architecture and network capabilities, overflow calls can be easily routed to the organization's choice of destinations to better meet the community's demand for help. This includes routing to the homes or cell phones of 211 San Diego's I&R Specialists, alternate lines, or a completely separate call center.
"211 San Diego is our 17th customer in the 211 market and we are very happy to be working with them," said Frank Maylett, Executive Vice President of Sales and Global Alliances. "inContact is uniquely positioned to deliver outstanding service to complex contact centers such as 211 San Diego. Our leadership in cloud computing enables us to meet the community's demand for help by routing calls to the homes or cell phones of 211 San Diego's I&R specialists, alternate lines, or a completely separate call center."
inContact's agreement with 211 San Diego was a collaborative win with partner Smoothstone (News - Alert) IP Communications, an on-demand IP communications provider. Smoothstone supplies the fully managed, cloud-based unified IP communications that will manage the incoming phone lines for the 211 San Diego call center.
About inContact
inContact, Inc.® (NASDAQ: SAAS) provides the market's leading on-demand customer call center software platform, inContact, to more than 600 call centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class call center software platform. Companies with call centers of all sizes have turned to inContact to address their call handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI (News - Alert)), and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, call center workforce management functionality, and a customer feedback and survey solution. Because the inContact software platform is delivered via a Software-as-a-Service (SaaS (News - Alert)) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.inContact.com.
About 211 San Diego
With primary funding from First 5 San Diego, 211 San Diego helps people by connecting them efficiently to the service delivery system, and providing vital trend information for community planning. 211 San Diego connects people to more than 2,000 community agencies providing nearly 6,000 health and human service programs ranging from food and housing assistance to care for an ailing parent or child. The organization operates a hotline with live information and referral specialists who are trained to match clients' needs to appropriate resources and programs in their communities. It also offers an online database offering Web-based assistance to individuals with Internet access, including assistance through email, text and chat. For more information about 211, go to 211sandiego.org.
Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click here.)
inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.
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