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UCN to Provide Unified Contact Distribution and Workforce Management Solutions

Workforce Management


Workforce Management Feature Article

 

October 24, 2006

UCN to Provide Unified Contact Distribution and Workforce Management Solutions

By Susan J. Campbell, TMCnet Contributing Editor


UCN Inc., a provider of on-demand contact center software delivered over the UCN (News - Alert) national VoIP network, has announced an exclusive license agreement, including an option to purchase, with ScheduleQ, LLC, of Salt Lake City, for its on-demand workforce management software solution.


UCN has been provided the option to purchase the ScheduleQ software and customer base by February 8, 2007, or else convert to a 10-year, non-exclusive agreement to private label the solution and offer it as an integrated software module within the inContact product family.

According to UCN CEO, Paul Jarman, this agreement enables UCN to immediately enter the fast growing $1 billion workforce optimization market and become the first on-demand provider to offer a unified contact distribution and workforce management solution. This add-on module allows UCN to increase its potential revenue per customer and is another step towards providing a full workforce optimization solution.

Drew Judkins, ScheduleQ CEO, contributed that the company’s goal from the beginning was to develop a relationship with a provider of on-demand, hosted ACD technology. ScheduleQ selected UCN because the two products easily exchange data, leading to a complimentary solution designed to benefit customers.

Judkins added that UCN is considered an innovative market leader in the hosted space with an established sales force, enabling the two companies to immediately focus on selling a unified solution.

The product is positioned as addressing the labor management needs of a wide range of contact centers from 20 to more than 1000 agents. The solution is designed to fit the needs of those trying to manage a distributed workforce.

The inContact suite of products from UCN are used to deliver contact handling software services and business data and voice services over its national VoIP network. The product line includes an integrated package of advanced contact handling, reporting and administration applications. The company also markets inControl, a unique, rapid application development tool.

As customer service continues to increase in priority for the contact center, while these organizations also try to control costs, the demand for workforce optimization solutions continues to grow. A strong solution can ensure that the center avoids under and over scheduling so that agents are not stressed or sitting idle and that customers are always given the highest level of service.

This agreement certainly strengthens UCN’s position in the market as it will be able to grow its customer base exponentially by offering its customers a full package solution to meet the needs of the contact center. Whether or not the company elects to complete the purchase, the agreement alone will greatly benefit both companies.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.


 

Workforce Management





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