Incontact Recognized As Market Leader In Ovum’s Multichannel Cloud Contact Center Report

inContact unveils new release of cloud contact center platform

Contact Center Solutions Interaction Analyzer™

(Logo: ) According to the report, “In the market impact categories, inContact’s scores were considerably above average, with the company leading all other vendors in four of six segments. It also did well in the technology assessment, receiving high marks for solution maturity, administration, and overall features.” Ovum found that inContact’s differentiated features include, “the reliability that comes from its carrier capacity, including its deep reservoir of redundancy through back-up data centers and network operating centers.” The report estimates that 10 percent of all U.S. call center agent seats are now provisioned by hosted service providers, and Ovum expects this number to more than double (to 23%) by 2018 further validating that enterprises of all sizes are moving to the cloud faster than ever before.
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InContact Enters Oversold Territory (SAAS)

One way we can try to measure the level of fear in a given stock is through a technical analysis indicator called the Relative Strength Index, or RSI, which measures momentum on a scale of zero to 100. A stock is considered to be oversold if the RSI reading falls below 30. In trading on Friday, shares of inContact, Inc. ( SAAS ) entered into oversold territory, hitting an RSI reading of 27.2, after changing hands as low as $7.40 per share.
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inContact 13.2 Helps Agents Make a Personal Connection


“As the cloud delivery model becomes more widely adopted and our solution offering continues to expand, we are seeing more large enterprise companies that are looking to inContact to help maximizetheir call center operations.” The second new customer is a global manufacturer of technology products with call centers located throughout the world to take customer inquiry calls from its major markets. The company recognized that it could streamline operations by optimizing its call routing for two of its key call centers that handle multiple language support.
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The new cloud software release is designed to enhance personalized service experiences, delivering more 1-to-1 connections with customers while providing game-changing contact center effectiveness, the company said. “As the cloud contact center leader, we are excited to deliver our second major software release in 2013, enabling our customers to stay on the cutting edge of customer service technology,” said Paul Jarman, inContact CEO.
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Telarus Lands inContact Distribution Deal

We have a stronger product, a stronger sales support structure, and a stronger channel than we did just a few years ago. Our new agreement affirms our commitment to Telarus and its partners, serving as the platform from which we will re-launch our relationship. We look forward to mutual success and to interacting with their partners on a deeper level to help them sell inContact’s award-winning cloud contact center solutions.” “The level of support that our partners receive from inContact’s technical experts is second to none,” said Lanny Gray, VP of Business Development for Telarus. “Their commitment to helping our partners engineer and present contact center solutions to end-users is helping us win a lot more business.
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inContact Announces Two New Fortune Global 500 Customers

inContact’s Personal Connection addresses that problem with its own version of call progress analysis, Gengelbach said. “The best way to explain it is that the agent is already connected as the multiple predictive calls are made and is able to speak instantly when a live voice comes on the phone,” she said. The technology accomplishes this in part via a pacing engine algorithm designed to maximize agent efficiency and minimize abandoned calls. Contact Agent Console for Also new in this version of inContact is a contact agent console that was specifically built on the platform.
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