GoldMine CRM Review

GoldMine CRM Review

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Ownership: Public (NASDAQ: UCNN)
Founded: 1997
Headquarters: Midvale, UT

InContact Call Center Features

• Interactive Voice Response Systems (IVR)
• Hosted ACD routing
• CTI Software
• Inbound/Outbound Call Blending
• Remote Agent/Multi-Site Support (Virtual Call Center)
• Web Based Administration
• Management Reporting
• Monitoring/Recording Options

InContact Strengths/Key Features

• Contains call handling and network routing applications that can easily supplement your existing systems (TDM or IP) with new capabilities, saving you the time and costs associated with new equipment implementation.
• Programmable to do labor-saving activities that reduce overall talk time and potential transfers for the customer.
• Simple drag-and-drop user interface which helps in creating sophisticated contact flow processes.
• Integrated call recording facilitates agent coaching and performance management as well as rapid resolution of any disputes that should arise.
• Compatible with inControl, a rapid application tool that helps create call handling and call handling flows and allows custom applications to be built on the inNetwork server.
  

About InContact Solutions

inContact®, Inc. has evolved over the years from a telecom company to a software provider. The company began in 1997 as UCN, Inc., a reseller of telecommunication services. After a series of strategic acquisitions commencing in 1999, UCN emerged with a new product approach combining a national voice over IP (VoIP) network with innovative, on-demand contact handling and agent optimization technology called inContact. This hosted software delivers a low-cost, flexible, integrated solution to connect your customers with the right agents on time, every time.

In January 2009, we officially changed our company name from UCN to inContact. The name change reflects the emergence from a provider of telecommunications services to the leader in Software-as-a-Service (SaaS) infrastructure for multi-site contact centers and CRM workforces.

The inContact product suite delivers core features and functions on a per-seat basis, with the ability to scale capacity up or down as business fluctuates. Because inContact controls the network in which the applications are hosted, our company is uniquely positioned to serve the contact center market with an affordable and flexible solution. It is also perfect for those with a distributed workforce—either at-home or multi-site employees.

inContact is led by an experienced management team with exceptional depth of knowledge in general management, sales, technology, telecommunications and the contact center market. Because of our leadership, experience, and innovative vision, inContact was an early SaaS player in the contact center market and has emerged as an industry leader.

The inContact platform is making it easier for contact centers to achieve excellence by allowing companies to measure, control, and improve each step of the customer experience.