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inContact Named Hosted Contact Center Market Share Leader by DMG Consulting

New Report Underscores Significant Cloud Momentum in 2011 and Demonstrates inContact’s Dominant Market Position

SALT LAKE CITY  — a recent report from industry analyst firm DMG Consulting LLC shows that the pace of adoption of hosted contact center software continued to accelerate in 2011 and named inContact, Inc. the market share leader, based on agent seats, in this rapidly growing space inContact (NASDAQ: SAAS) is the world’s leading provider of cloud contact center software.

DMG Consulting helps end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. The Hosted Contact Center Infrastructure Market Report addresses the cloud contact center market, vendors and trends. Among the 17 companies covered in the report, inContact emerged the clear market share leader based on number of agent seats.

“The adoption of hosted contact center software solutions continues to accelerate, as organizations of all sizes recognize its advantages and as cloud functionality closes the feature gap with premise-based offerings,” said Donna Fluss, president of DMG Consulting. “2012 is expected to be a very strong year for the cloud based contact center infrastructure market.”

DMG expects the hosted contact center software market to continue to experience strong growth in 2012 due to important industry trends, including:

  • the need for virtual, multi-channel and flexible servicing infrastructures
  • a slowly recovering economy, which is limiting capital investments
  • cloud-based contact center solutions are starting to be perceived as mainstream for small and mid-sized organizations; adoption in large environments is starting to pick up momentum
  • innovation in underlying cloud architecture and scalability, and broadening functional capabilities of some of the solutions

 

“We are pleased to receive this important validation of our market leadership from DMG Consulting,” said Paul Jarman, inContact CEO. “Our recently announced distribution partnerships with Siemens Enterprise Communications and Verizon and our success with more and more enterprise customers makes us strongly believe that inContact has never been better positioned to take advantage of the opportunities ahead of us.”

 About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.ecttelecom.com

About ECTtelecom

ECTtelecom is a worldwide Master Partner for inContact Cloud-Based Contact Center Software. ECTtelecom provides Call Center Software, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at US Toll Free 800-664-3071 or International 850-936-5887 for a no obligation Quote.

Lead Generation Company Selects inContact

UNITED STATES: Leading Marketing and Lead Generation Company Selects inContact In India

inContact, the leading provider of cloud-based call center software and call center agent optimization tools, announced today that a leading marketing and lead generation firm selected the inContact cloud-based interactive voice response (IVR) solution to enhance its marketing response messages.

The marketing company helps its clients efficiently place and respond to advertising. When a prospective customer completes a lead form requesting more information, the marketing firm will leverage the inContact IVR to immediately make an outbound call to the prospective customer, who is driven into the sales contact center. If the prospective customer answers the phone, the call is moved into the sales queue. If the prospective customer doesn’t answer the phone, the IVR will leave a message with a toll-free number to call for more information.

By leveraging the inContact system, the marketing company will have a reliable, scalable resource that can adjust according to demand, and by automating the system, the company will dramatically increase the efficiencies of its call center as opposed to having call center agents reach out to the more than 96,000 records they respond to each month.

“By leveraging the inContact IVR, this customer will have resources they need at their disposal, no matter the volume,” said Paul Jarman, inContact CEO. “The power of the inContact system is that it can be modified and scaled based on demand, without the expense of expanding the in-house telecommunications infrastructure.”

About inContact: inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth.

About ECTtelecom: ECTtelecom is a major Partner for inContact Cloud-Based Contact Center Solutions in the US and International Countries. ECTtelecom provides Call Center Software, Call Center Inbound Toll Free, Outbound, and SIP Trunking to many Fortune 500 Companies. For more Call Center information contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. For a no obligation Quote CLICK HERE.

Verizon Teams with inContact

Verizon Teams with inContact to Deliver New Cloud-Based Customer Care Solutions To Serve Business Customers More Effectively

Advanced ‘Virtual Contact Center’ Services Aim to Increase Customer Satisfaction by Providing Communications Options and Faster Responses to Inquiries

NEW YORK – To help multinational businesses and government agencies communicate more effectively with their customers and provide better service, Verizon has teamed with inContact, the leading provider of cloud contact center solutions, to offer an advanced suite of cloud-based Virtual Contact Center services.

The innovative offering, available in January of 2012, will enable customers of businesses and government agencies to choose how they want to contact and interact with the organization. For example, a customer reaching a company by phone would have the option of speaking with a live agent or requesting a call back if one is not immediately available. Customers could also use the Web for an online chat or to get answers to frequently asked questions. Other features include:

  • Special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This “first-call resolution” eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers.
  • Comprehensive agent desktop tools to help educate and prepare agents to field customer inquiries and resolve them quickly.

Mike Palmer, vice president of enterprise strategy and marketing for Verizon, said, “Nine out of 10 of the world’s leading financial firms and countless other world-class businesses rely on Verizon’s Contact Center solutions to strengthen their customer relationships. We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record by accelerating delivery of innovative customer care capabilities as part of our strategy to deliver innovative enterprise cloud solutions for multinational and government customers worldwide.”

Since Virtual Contact Center solutions are cloud-based, there is no upfront capital investment and they can be employed to augment and adjust existing customer service operations to more flexibly address changing business requirements.

In her Mid-Year 2011 Contact Center Trends Watch List, Elizabeth Herrell, vice president and principal analyst for Constellation Research said, “There is a big opportunity for companies who need to support departmental customer initiatives but lack budgets for acquiring the technology infrastructure. Alternatives include evaluating outsourcers or considering cloud-based services. Cloud services can inexpensively offer bundled solutions to quickly launch customer support operations.”

Paul Jarman, inContact CEO, said, “Bringing inContact’s award-winning cloud platform and deep experience with highly satisfied customers to Verizon’s world-class suite of Contact Center solutions will help to accelerate cloud-based customer contact solution adoption. Together with Verizon’s global reach and world-class sales and service teams, we will be able to shape and meet the growing demand for these compelling and cost-effective customer-facing capabilities.”

Verizon Business delivers integrated IT and communications solutions via its high-IQ global IP and mobility networks to enable businesses to securely access information, share content and communicate. Verizon is rapidly transforming to a cloud-based “everything-as-a-service” delivery model that will put the power of enterprise-class solutions within the reach of every business. Find out more at www.verizonbusiness.com.

About inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

About Verizon
Verizon Communications Inc. (NYSE, Nasdaq: VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to consumer, business, government and wholesale customers. Verizon Wireless operates America’s most reliable wireless network, with more than 107 million total connections nationwide. Verizon also provides converged communications, information and entertainment services over America’s most advanced fiber-optic network, and delivers integrated business solutions to customers in more than 150 countries, including all of the Fortune 500. A Dow 30 company with $106.6 billion in 2010 revenues, Verizon employs a diverse workforce of more than 195,000. For more information, visit www.verizon.com.

About ECTtelecom

ECTtelecom is a worldwide master agent for inContact Cloud-Based Call Centers. ECTtelecom provides Call Center Solutions, SIP Trunking and MPLS Service for many Fortune 500 Companies. For more information contact today an ECTtelecom specialist at U.S. Toll Free 800-664-3071 or International 850-936-5887. For a no obligation quote CLICK HERE.

ECTtelecom Master Agent for IntelePeer

ECTtelecom is a master agent for IntelePeer SIP Trunking Service for cloud based call centers and businesses worldwide (www.ecttelecom.com). Call USA 800-664-3071 or International 850-936-5887.

IntelePeer Joins the Cisco Developer Network as Registered Developer and Completes Cisco Interoperability Verification Testing

SAN MATEO, CA–(Marketwire – April 12, 2011) – IntelePeer Inc., (www.intelepeer.com) a leader in the delivery of communications via cloud-based infrastructure, today announced that it has joined the Cisco Developer Network as a Registered Developer within the Unified Communications technology category. In addition, IntelePeer successfully completed interoperability testing* between the Cisco Unified Border Element, version 8.5, and IntelePeer’s Cloud Communications Services, including IntelePeer Specialized SIP Trunking for Cisco Unified Communications and IntelePeer’s Hosted Intercompany Media Engine (IME) services. IntelePeer’s Hosted IME services offer cloud-based federation that connects to diverse Unified Communications platforms for rich multimodal communications.

The Cisco Developer Network (www.cisco.com/go/cdn) unites Cisco with third-party developers of hardware and software to deliver tested interoperable solutions to joint customers. As a Registered Developer, IntelePeer offers a complementary product offering and has started to collaborate with Cisco to meet the needs of joint customers. With offerings such as IntelePeer’s SIP Trunking and Hosted IME services, customers can more quickly deploy a broad range of Cisco Compatible business applications, devices or services that can enhance the capabilities, performance and management of their Cisco network.

For more information on IntelePeer’s Cloud Communications Services, SIP Trunking and Hosted IME services interoperability with Cisco Unified Border Element, version 8.5, go to http://developer.cisco.com/web/partner/search?accountId=0014000000XyP9QAAV.

About IntelePeer
IntelePeer®, Inc. is the leading provider of cloud communications services for enterprises and service providers. The company’s patent pending, all-IP platform connects customers’ telecommunications networks and systems on-demand. The IntelePeer CaaS IP platform includes an extensive carrier-grade Media Peering Grid™ service carrying more than 25 billion minutes annually, a SuperRegistry™ global directory with more than 478 million telephone numbers, and AppworX®communication application toolset. IntelePeer’s platform easily and cost-effectively delivers high-quality voice, video, SMS, and other rich-media communications to any phone or IP connected device worldwide. By making it easy for customers to transition from legacy TDM to next-generation IP networks, IntelePeer is transforming communications, while helping service providers and businesses save money, enhance productivity, and generate new sources of revenue. For more information visit: www.intelepeer.com.

*Interoperability testing is designed to simulate typical customer configurations, and does not replace the need for on-site testing in conjunction with actual implementation.

About ECTtelecom

ECTtelecom consistently offers the lowest cost, High Speed Internet, MPLS, Voice, SIP Trunking and Contact Center and Call Center Solutions.  ECTtelecom.com is a master agent for inContact. For a no obligation quote CLICK HERE, or more information about VoIP SIP Trunking and Cloud Based Call Center Solutions contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887.

U.S.-Based Outsourcer Selects inContact

 

 

U.S.-Based Outsourcer Selects the inContact Cloud-Based Contact Center Solution

Growing Company Will Leverage Solution’s Scalability to Enhance Service for Energy Industry Customers

SALT LAKE CITY (April 8, 2011) – inContact (NASDAQ: SAAS), the leading provider of on-demand call center software and call center agent optimization tools, announced today that an expanding U.S. based outsourcer has selected the inContact solution to better serve its growing energy industry clientele.

The outsourcing company was originally established to provide services for a single energy company and has experienced rapid growth as a result of market conditions and deregulation.  The outsourcer currently provides mission-critical service for more than 30 different energy/utility companies and maintains 200 agents to process calls for billing inquiries, service issues and reporting of potentially hazardous situations. As the company grew, it was challenged by its aging premise-based phone systems, and the need to quickly and easily support new business became apparent. The company selected the inContact cloud-based solution to provide key capabilities such as easy customization of the customer experience and agent experience, built-in disaster recovery without the additional hardware requirements of a premise-based system, as well as a flexible payment model that matched its business requirements.

“The inContact cloud-based solution gives outsourcers in any industry an extraordinary competitive advantage,” said Paul Jarman, inContact CEO. “Our powerful portfolio of scalable, flexible, pay-as-you-go cloud-based solutions enables outsourcers to better manage their talent, reduce non-billable hours and increase revenue per call. In short, we help them create profitable customer experiences.”

Jarman concluded, “inContact also helps outsourcers differentiate their offerings within the competitive call center outsourcer market by enabling them to collect critical business intelligence that can increase their customers’ dependence on their services. Our powerful, cloud-based solutions can automate, analyze and optimize virtually every key customer-focused process in call center outsourcing organizations.”

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more about inContact visit www.ecttelecom.com.

About ECTtelecom

ECTtelecom consistently offers the lowest cost, High Speed Internet, MPLS, Voice, SIP Trunking and Contact Center and Call Center Solutions.  ECTtelecom.com is a master agent for inContact. For a no obligation quote CLICK HERE, or more information about VoIP SIP Trunking and Cloud Based Call Center Solutions contact an ECTtelecom specialist today at U.S. Toll Free 800-664-3071 or International 850-936-5887.