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A New York-based local exchange carrier serving customers in 23 states chose the inContact service solution from UCN to support over 50 customer care agents located in two geographically dispersed offices. The inContact system provides the carrier with a unified contact handling and management system, helping the company maintain its quality service levels while decreasing costs. The helps the client supplement the functionality of their existing PBX with intelligent network services that met their requirements for database integration, screen pop support, tracking, monitoring, recording and remote office support. “At the end-of-the-day, we had a solution that was less expensive and easier to implement than a leased equipment solution,” said the client. “Plus, we wouldn’t have to worry about maintaining complex hardware and software at each site.” An added advantage is inContact’s inherent disaster recovery capabilities, enabling the carrier to quickly and easily redirect inbound calls to agents at a remote office or to at-home workers in the event of an emergency — a service requirement for a telecommunications company. By integrating inContact with the their customer database, the client reports that average talk time per call has been reduced by 30 to 45 seconds. They calculate that their agents are able to handle an additional 12 calls a day. “We've reduced our labor force needs by about 20 percent,” said the client.
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