Last $8.24 USD
Change Today +0.07 / 0.86%
Volume 14.9K
As of 9:58 AM 10/22/14 All times are local (Market data is delayed by at least 15 minutes).

incontact inc (SAAS) Snapshot

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03/17/14 - $10.54
52 Week Low
11/7/13 - $6.93
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incontact inc (SAAS) Details

inContact, Inc. provides cloud contact center software solutions, and network connectivity services in the United States. The company operates in two segments, Software and Network connectivity. It offers inContact ACD, an automatic call distributor; inContact CTI, a computer telephony integration solution; inContact IVR, an interactive voice response solution; and inContact Integrations for the integration of various hardware and software solutions at customer sites. The company also offers inContact ECHO that gathers the opinion of the user and presents the analysis of the feedback directly to supervisors and agents; inContact Workforce Management, which forecasts demand, schedules workforce, analyzes and optimizes staffing, and reports real-time adherence in contact centers; inContact Quality Monitoring, a solution that provides insights into agent performance and customer satisfaction; and InContact Screen Recording, which provides compliance level screen recording functionality for voice channel interactions. In addition, it provides inContact Reports 2.0 that provides insight into contact center operations; and inContact Network Connectivity, which provides time division multiplexing and voice over Internet protocol connectivity, and toll-free and local-number services. Further, the company offers InContact Dialer, a dialing engine that determines the optimal balance between wait times and abandoned calls; inContact Personal Connection Outbound, a patented technology, which eliminates legacy dialers’ delays in greeting the caller; and inContact Analytics-Drive Quality to capture, evaluate, and learn from customer interactions using audio files. inContact, Inc. offers professional support services; and operates as a domestic and international network connectivity reseller and aggregator. It was formerly known as UCN, Inc. and changed its name to inContact, Inc. in January 2009. inContact, Inc. was founded in 1994 and is headquartered in Salt Lake City, Utah.

547 Employees
Last Reported Date: 03/7/14
Founded in 1994

incontact inc (SAAS) Top Compensated Officers

Chief Executive Officer, President and Direct...
Total Annual Compensation: $300.0K
Chief Financial Officer, Principal Accounting...
Total Annual Compensation: $250.0K
Chief Marketing Officer and Executive Vice Pr...
Total Annual Compensation: $303.0K
Chief Business Officer and Executive Vice Pre...
Total Annual Compensation: $262.5K
Executive Vice President of Sales
Total Annual Compensation: $250.0K
Compensation as of Fiscal Year 2013.

incontact inc (SAAS) Key Developments

Financial Institution Selects inContact's Cloud Solutions to Enhance Outbound Revenue Generation and Inbound Customer Service Functions

inContact announced their selection by a leading financial institution to implement a comprehensive cloud contact center solution. Hindered by an unreliable and inflexible premise system, inContact's new customer sought a scalable cloud solution to facilitate and support the company's growth. The inContact core cloud platform will enable their new customer to easily expand beyond their two contact centers supporting 280 agents in the near future. This new customer, a force in the financial industry, selected both inbound and outbound solutions from inContact's cloud core. The Automatic Call Distributor and Interactive Voice Response will capture the caller's customer data from the existing CRM database and automatically route them to the optimal agent for their individual issue. The traditional inbound channels will be augmented with email and text capabilities for true omni-channel customer service support. The company also chose to implement the inView performance dashboard and enterprise Workforce Optimization suite powered by Verint to enhance the contact center's production and efficiency through screen capture, audio recording with speech analytics, and comprehensive performance management to increase coaching and training effectiveness. In an effort to improve their new customer's outbound results, while remaining within strict regulatory compliance, inContact's new customer chose the award-winning Personal Connection(TM) which increases connection rates by eliminating the awkward pause commonly associated with outbound calls. Providing a smooth and seamless connection between agent and customer paves the way for better outcomes, higher conversion rates, and increased revenues.

Global Safety Industry Leader Selects inContact, Inc. Cloud Contact Center Solutions to Transform Customer Service Operations

inContact announced a global leader in safety products and services is leaving its legacy premise system in favor of the inContact cloud contact center platform. With its older premise system, the company continually experienced service downtime and system limitations. These issues impeded its ability to provide a high level of customer service and to take a more intelligent approach to their customer-facing operations. The new customer is a highly specialized industrial safety company that will implement inContact's cloud platform built on the Automatic Call Distributor (ACD) and Interactive Voice Response (IVR) foundation which ensures that their customers are directed to the right highly skilled agent for each unique service need. In addition, inContact will implement a comprehensive solution including a full suite of Workforce Optimization (WFO) software designed to maximize each interaction. inContact's new client will deploy its Analytics Driven Quality solution, enabling a more intelligent approach to the quality management process. Results are analyzed and funneled into the ACD through inContact's Workforce-Intelligent Contact Center system which updates agent skill levels and adjusts customer traffic to match the appropriate agent to the corresponding customer issue. Continuing through the conclusion of the customer experience, the company chose to collect feedback and intelligence through inContact's Every Customer Has an Opinion (ECHO) in order to maintain and improve their high standard of service.

Utilities Company Improves Customer Service with Cloud Voice-of-the-Customer Solution from inContact

inContact announced a major utility company will implement the inContact ECHO cloud customer survey solution. In need of a survey tool that is flexible and able to provide near real-time results, this utility company looks to reduce survey turn-around time from five weeks with its current third party provider, to less than a day with ECHO. This will enable them to better arm their 500 agents with the key customer intelligence needed to improve customer service. The ECHO voice-of-the-customer solution collects immediate feedback from customers, while the interaction is still fresh in their minds, and quickly delivers it to contact center management. ECHO can be configured to provide customer feedback directly to agents, giving them the ability to monitor their service performance and adjust their communication methods on demand. The real-time customer insight ECHO provides enables users to build the programs and processes needed to create a positive customer experience in each interaction.


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Price/Sales 3.3x
Price/Book 4.3x
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TEV/Sales 3.1x

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