RightScale Selects UCN's inContact for its Contact Centers

UCN (News - Alert) Inc., a provider of on-demand call center software for intelligent contact routing and agent improvement, has signed a one year, renewable agreement with California-based RightScale Inc. for inContact, a software as a service (SaaS (News - Alert)) application for contact centers.


RightScale, a cloud computing management company, delivers the management platform, tools and expertise that enable companies to create scalable Web solution for reliable, easy to manage and affordable cloud computing services. This rapid growth for RightScale is creating a demand for a telephony infrastructure with on-demand scalability.

Chris Fowler, RightScale’s vice president of services, learned of the flexibility and effectiveness of inContact at his previous company, which has been an inContact customers since 2005.

"I didn't seriously consider anything else," said Fowler, in a Wednesday statement. "From my previous experience with inContact, I knew it would give our services department the unique ability to make scalable changes while maintaining independent functionality."

RightScale is on a mission for global expansion, which demands a solution that will provide the distributed network and intelligence critical to this endeavor. Fowler quickly realized he could build the ideal platform with inContact.

"I knew inContact would be a big part of our groundwork for expansion,” Fowler continued. “As we grow, we now have the flexibility to route calls to remote agents in various time zones around the world."

Paul Jarman, UCN CEO, commented in the statement, "The customer loyalty Chris has brought with him to RightScale is pillar to our business philosophy. Our inContact ACD was designed with patented technology to help companies like RightScale advance their operations efficiently and effectively, and benefit from the capabilities of our robust, on-demand platform.”

“RightScale also illustrates how a small to mid-size company can affordably deploy an international growth strategy using the scalable capabilities of inContact," Jarman added.  

The UCN inContact platform is designed to intelligently route multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. The company’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI (News - Alert).

RightScale understands the value that the UCN inContact solution can bring to its customer service operations. Fowler’s previous experience with the platform helped in driving the decision, but the strength of the solution must be proven over time. inContact has been successful in this goal, proving that it can deliver on its promises for the long term.

As a hosted solution, it also provides the flexibility and scalability to adjust to market changes along with the company. In doing so, it delivers even greater value for RightScale.