Gain Productivity Without the Price
InContact® is a suite of on-demand, advanced contact handling applications that are hosted within the UCN Intelligent Network. It’s designed to significantly enhance the customer contact experience, boost agent productivity, and improve overall profitability. Features include interactive (self-service) voice response systems (IVR Software), speech recognition, skills-based (Hosted ACD) routing, database integration (CTI Software), inbound/outbound call blending, remote agent or multi-site support (Virtual Call Center), web-based administration, a wide range of management reporting, monitoring and recording options, and more.
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Hosted Contact Center Solutions
If you are looking to enhance your operation with more advanced features and believe you need a new phone system or an IP-PBX … evaluate inContact first. Our hosted contact center system contains call handling and network routing applications that can easily supplement your existing systems (TDM or IP) with new capabilities, saving you the time and costs associated with a new equipment implementation. If you need to distribute calls or contacts to multiple sites or at-home workers … evaluate inContact. Our hosted system easily unifies a dispersed work group under inContact (without requiring specialized equipment at each location), with reporting, monitoring and recording capabilities for the manager.
What’s more, inContact puts the control where it belongs: with you, our customer. While most solutions offer an environment where, say, an IVR service is just a recording or menu of actions, inContact, by comparison, can be programmed to do labor-saving activities that also reduce overall talk time and potential transfers for the customer. For example, using the inContact pre-integrated features, an interactive system can be created that captures a customer ID number, does a database dip, then uses that response to make a decision on how to route that call – getting the call to the right rep, with the right knowledge, the first time. No other vendor offers such a simple drag-and-drop user interface for creating sophisticated contact flow processes. And since inContact is a hosted, on-demand network-based application suite, it offers a number of advantages over traditional, on-site phone systems: 
- No large upfront costs
- No annual maintenance or upgrade costs
- No integration fees for new functionality
- Low-risk commitment
- Scales up or down with your business needs
- Pay as you go: billed by-the-month
The inContact suite of pre-integrated contact center applications, combined with inControl™, our rapid application development tool for creating call handling and contact flows, adapts to your business needs. Not the other way around.
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A rapid application development tool, with a visual drag-and-drop user interface. Can be used by developers, consultants and customers to build custom applications on the inNetwork server. |
Plus – An SQL query tool for linking the inContact applications with any external ODBC compliant database (to be used in conjunction with inContact; not a stand alone tool). |
| Agent Station (myAgent): |
- Windows 2000 or greater
- Reliable Internet connection, 56k modem
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- Standard (DID) telephone
- 10 MB (disk) when all modules (agent, phone, email and chat) are loaded
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| Supervisor Station (inTouch): |
- Windows 2000 or greater
- Internet connection, 56k modem
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- Standard (DID) telephone
- 15 MB (disk)
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| Developer Station (inControl): |
- Windows 2000 or greater
- Internet connection, 56k modem
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- Standard (DID) telephone
- 20 MB (disk)
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Flexibility – Our products work the way your business works. Using inControl, our application development tool, you can build a call or contact flow process that delivers exactly what you need. No compromise. No more making your business fit the application. In addition, our product is scalable, meaning our product is there when you need it. Need more seats or more service in one month, less the next – no problem. Agent and manager stations simply require a standard telephone, a PC and an Internet connection and they are ready to go when you use inContact.
"The key benefit is the
scalability of inContact. We will save
thousands of dollars by not needing to add additional T1s, switch cards or upgrades to the switch in order to
increase our capacity to handle calls."
James Jennings
Director of Operations Simple.Net
Affordability – No large upfront capital expenditure. No annual maintenance fees. No long-term contract. No expensive integration consulting fees. The inContact advanced contact handling features are pre-integrated and available when you need them, as you need them. We make it affordable for small businesses to deploy advanced technologies so they can achieve the same productivity benefits that large call centers achieve.
Productivity – If you have been putting off the purchase of IVR services or Call Blending to improve your productivity…wait no longer. You don't have to be a 200 seat service group to justify the benefits that come with advanced, hosted contact center features. InContact, the UCN suite of contact handling and management applications is within your budget – today.
Quality – InContact is designed to increase an operation's service level by tracking call flow statistics according to service level goals you've set for your business. But numbers aren't enough. You have to have quality assurance tools in place to gauge the satisfaction of your customers, such as automated customer survey functions. With a portal to business vital signs managers can keep their finger on the pulse of the operation, in real-time. InContact's workforce management software comes with reporting, monitoring and recording features enabling managers of virtual call centers to supervise at-home workers as effectively as in-office workers, ultimately enabling your group to deliver more consistent quality across all customer contacts.
Reliability - Few customer service organizations can afford carrier-grade facilities: physical security, fire control, backup power, systems and network redundancy, as well as a 24x7 network monitoring center. Because UCN's inContact applications are embedded in our national IP network, our inNetwork application servers reside at carrier-grade facilities and are monitored and maintained by our network engineers.
If you can dream it, we can deliver it… At a price you can afford. That's the power of inContact, our hosted contact center application within our national IP network.
| Of the approximately 90,000 US-based contact centers, about 90% of these centers, those with fewer than 100 seats or more than 10 seats, have not yet acquired advanced contact handling features because the acquisition and integration costs have been prohibitively expensive. It is not surprising that agent productivity among these smaller operations is significantly lower when compared to larger centers that have deployed enterprise-level advanced contact management solutions.
Delivering hosted contact center features as network-based applications within the UCN network, billed by the month, enables UCN to break the prohibitive cost barrier. (See chart below)
Premise Based Vs. UCN Solution |
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To replicate our IP network architecture and application software environment would require a significant development investment in terms of man years and dollars. The UCN IP network has been in production since 1998, while the software development environment (our inControl application development tool) has been in production since 1994.
The Network Architecture
The UCN Intelligent Network Server Centers (INSC) are co-located at carrier grade facilities in Los Angeles and Dallas, with each center acting as the backup location for the other in regards to our inContact services. Our 24/7 Network Operations Center is located in Salt Lake. We have numerous Points-of-Presence or connecting points located around the country that haul traffic back to our main network centers.
The UCN Intelligent Network is designed for redundancy and failover. The core IP network is connected via a SONET backbone, which is two, redundant fiber links.
The switching architecture utilizes VoIP technology as the transport protocol for inContact voice and data traffic, with redundant, load-sharing Arbitration Server Clusters (also known as DCAS in the software architecture diagram below) and SS7 Server Clusters that provide high availability and immense switching capacity. These servers provide the switching between the carrier network, application server clusters and resource servers.
Non-inContact-related voice traffic travels over TDM circuits.
The Software Architecture
The architecture of UCN's switching platform (see diagram below) allows call enhancement technologies such as the inContact family of advanced applications to be effectively integrated into the network to take advantage of the capacity and reliability of the network. The network was designed from the ground up to support a broad range of software applications.
Don’t wait any longer to improve the quality of each customer contact experience and the productivity of those who handle each contact.
Call 1-888-UCN-4543 and ask for an inContact specialist who can help you simplify your contact-handling needs.