SALT LAKE CITY – January 20, 2010 — inContact, Inc. (NASDAQ: SAAS, www.inContact.com), the market leader in on-demand call center software and call center agent optimization tools, announced that it has signed a contract with one of the world’s largest hotel groups for the inContact automated call distributor (ACD) to route calls into one of its customer service and sales divisions.
 
inContact was selected to replace the customer’s existing premise-based solution to quickly improve the overall customer experience by creating new efficiencies in the call center. Through improved routing, and as a result of inContact’s integration with Salesforce CRM (customer relationship management), the combined solution can be deployed in just weeks versus months were the company’s IT department to build and implement a solution using their premise-based equipment.
 
The inContact implementation along with the Salesforce CRM integration will significantly reduce call handle times, which currently averages four to five minutes, for the agent to manually locate and verify an account and log the issue. The system will also now identify a customer and any history before the agent even answers the phone. Agents will see customer-specific information, such as existing reservations, frequent guest status, and past booking preferences providing an efficient, customized, superior level of service.
 
“We are extremely pleased to have been chosen by this globally recognized lodging and hospitality company to provide our solutions into one of their U.S. divisions,” said Paul Jarman, CEO of inContact. “Over time, we hope to expand within both this customer’s franchise as well as within this large industry sector as a whole. With the growing emphasis on the customer experience, more and more companies are turning to inContact to quickly deliver solutions to meet their customer service goals. Our -integration with leading CRM solutions and our simple to use and deploy Software-as-a-Service platform enable us to quickly and simply improve our customers’ call centers, solve problems and deliver a rapid ROI.”
 
About inContactinContact, Inc. (NASDAQ: SAAS) provides the market leading on-demand customer call center software platform, inContact, to approximately 650 call centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class call center software platform. Companies with call centers of all sizes have turned to inContact to address their contact handling needs as well as to manage and improve their agent workforces. The inContact platform has grown from a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI) and Interactive Voice Response (IVR) with speech recognition, to include an innovative online hiring solution, an eLearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the inContact platform is delivered via a Software-as-a-Service (SaaS) model, customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about inContact, visit www.inContact.com.