|
SCO Selects inContact(TM) From UCN for Global Service Department
SALT LAKE CITY, Nov. 9 /PRNewswire-FirstCall/ -- UCN, Inc. (BULLETIN BOARD: UCNN) , a provider of on-demand contact handling software and business telecommunication services delivered over the UCN national VoIP network, announced today that the SCO Group , a leading provider of Unix software technology for distributed, embedded and network-based systems, selected inContact(TM) to manage inbound calls to its customer support teams.
SCO has a user base of millions of customers worldwide who depend on the company's UNIX application servers to run their businesses. This includes large enterprises, such as the NASDAQ, to retail customers like McDonald's, and small-to medium-sized businesses. As a result, SCO Global Services supports thousands of partners and customers, worldwide.
The Problem
About a year ago, SCO was relocating their California-based support and engineering organization 10 miles from the original facility. "In terms of our call handling equipment, we had a huge, old Aspect ACD and a large Nortel PBX. Just to move the ACD system and re-program it for our new operation, we were looking at a $30,000 cost," explained Mark Colley, Director of Information Technology for SCO. Instead, the company made the decision to go "virtual," enabling the IT group to shed onsite telecom hardware and tech support positions responsible for maintaining their ACD and PBX systems. Today, the company is using a much smaller Nortel PBX as their onsite voice mail and call delivery system to direct dial phones within the office. The primary call management and routing intelligence comes from a virtual system -- inContact.
The Solution
inContact was programmed to handle different toll free numbers with significantly different service levels. For instance, customers who have contracted for SCO's "enterprise" service level are quickly routed to the first available tech rep, 24 hours a day, seven days a week. Other customers, paying for a different service level, are routed to different support team members and managed within the queue according to a different set of priority handling rules. "We are heavy users of the ability to deliver calls to our employees, who may be working from anywhere -- the office, from home or even on a cell phone," said Colley. "The ability to send calls to at-home workers was actually a major factor in our decision to go with inContact. The Aspect switch did not support that capability." Another great feature of inContact, said Colley, is the ability to easily and quickly change the call routing scheme when a support team is in a meeting, or when accommodating holiday schedules.
While the customer support application went into production in the fall of 2004, this past September, SCO implemented a new application using inContact. This new process supports worldwide employees who call in to SCO's 24 x 7 internal help desk operation.
Business Benefits
"Three years ago, we had a telecom department with four people," recalled Colley. "Today, we have half a person dedicated to that function." In terms of service fees, Colley said he was paying $4000 per month in maintenance fees for the Aspect ACD. Today, SCO is handling all customer support calls with less than 25 tech support and customer reps and 12 toll free numbers, paying a "nominal" monthly bill to UCN for the virtual service. Now, his largest expense line item is for his LD usage. "And even on that front," said Colley, "UCN has helped. Their switched and dedicated rates are extremely competitive when compared to the costs we were paying to other providers. We've saved costs on every front by going with UCN."
About SCO Group
The SCO Group is a leading provider of software technology for distributed, embedded and network-based systems, offering SCO OpenServer to small- to medium-sized businesses and UnixWare for enterprise applications and digital network services. SCO owns the core UNIX operating system, originally developed by AT&T/Bell Labs, and is the exclusive licensor to Unix-based system software providers. SCO has a worldwide network of thousands of resellers and developers. For more information on SCO, visit: http://www.sco.com/.
About UCN, Inc.
UCN is a provider of on-demand contact handling application services and business long distance services delivered over its national VoIP network. The inContact(TM) application suite includes an integrated package of advanced contact handling, reporting and administration applications, and inControl(TM), a unique, rapid application development tool. For more information on UCN visit http://www.ucn.net/ .
Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward- looking statements.
UCN, Inc.
CONTACT: Jan Johnson, VP of Marketing of UCN, Inc., +1-801-320-3263,jan.johnson@ucn.net; or Investors, Scott Liolios, scott@liolios.com, or RonBoth, both of Liolios Group Inc, +1-949-574-3860, for UCN, Inc.
Web site: http://www.ucn.net/http://www.sco.com/
[ Back To TMCnet.com's Homepage ]
|
TMCnet LOGIN
Webinars
