incontact overview

of 15/15
inContact The Power to Put Your Customer First Ray Hicken | 801.320.3480 | [email protected]

Post on 22-Apr-2015




0 download

Embed Size (px)




  • 1. inContact The Power to Put Your Customer FirstRay Hicken | 801.320.3480 | [email protected]
  • 2. COMPANY OVERVIEW Key facts Revenue growth Leading cloud-based company for the contact center marketplace 2011 revenue: $89M 2011 employees: ~425 Headquartered in Salt Lake City Satisfied customers 1,000 implementations 60,000 agents 11 billion + calls
  • 3. THEY TRUST US SO YOU CAN TOO Weve joined forces withAfter a lengthy due diligence inContact, after an extensiveprocess, we were pleased to select review of the players in theinContact to power our cloud market, to build on our successfulcontact center offering. track record of developing and delivering innovative customer Chris Hummel, CMO and President, No. care solutions.America, Siemens Enterprise Communications Mike Palmer, Vice President of Enterprise Strategy and Marketing, Verizon
  • 5. Proven Market Leadership Companies should haveinContact on the shortlist of hosted contact center service providers.
  • 6. POWERFUL, FLEXIBLE & CUSTOMIZABLEPLATFORM Contact Workforce Telecom Routing Optimization Contact Workforce Telecom Routing Optimization TDM ACD Hiring VoIP IVR Coaching SIP CTI eLearning Toll Free Email/Chat Customer Survey Local DID Speech Recognition Recording Outbound Dialing Quality Monitoring Workforce Management
  • 7. UNMATCHED SECURITY AND RELIABILITY:INCONTACT TRUST OFFICE Highest published service reliability of 99.99% Certified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner Ensures performance and scalability by working with network planning and network operations The systems and reliability you need over the long-term for your business
  • 8. inContact Network: 99.99% uptime guarantee40 % 40 % 80%
  • 9. Broad Geographic Coverage
  • 11. Understand customer preferences, touch points, and Deliver a channels differentiated Delivercustomer- centric Optimize the mix of self-service and agent- experience for every managedbusiness insights contacts customer at every touch point.
  • 12. INCONTACT EXPERT SERVICES The Best Industrys highest documented customer satisfaction Connectivity consulting Business consulting Professional Services On-Demand Custom Service Packages All delivered by veterans of the call center industry with 400 collective years of experience
  • 13. Approximately 30 to 45 days after Implementation Methodology signature you are up and running Kick Off Design Training Testing Go-Live The Kick-Off call is Our Business Analyst The Project Manager Internal Testing will Confirmation from to introduce the will work with you to will assist in be done with the our customer that team that will be determine customer downloading all the inContact QA team. they accept the involved on the call flows, and scripts necessary Customer Testing project and are project, what our and to make sure that applications for our will be done with ready to go live. roles are and how the Statement of Work customer prior to Customer, inContact Business Analyst to we work to make meets our customers going live. Project Manager. visit Customer Site YOUR project a expectations. Once Training will be a Business Analyst, to ensure a quality true success. completed, we will web based eLearning Client Service. turn up and answer Team Includes require a signature course for all to take. any questions. You as our from our Customer. A 2 hour Q&A will be GO LIVE - Ready to Customer scheduled with turn up site and Project Manager inContact Training begin taking calls. Sales Dept for a more in depth look at the Sales Engineer applications. Client Service Business Analyst timing 1 week 2 4 weeks 1 week 1 week 1 week milestones & reviews Kick-off call Design SOW Download Apps Complete Testing Transition to Client Establish Project Team Sign SOW Complete Training Services
  • 14. Key Components of inContact
  • 15. INCONTACT IS THE ONLY CHOICE People Powerful Ecosystem Financial International Strength Reach Award- Continuous Winning Innovation Platform