inContact Overview
- 1. inContact The Power to Put Your Customer First Ray Hicken | 801.320.3480 | ray.hicken@incontact.com
- 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 ¡°We¡¯ve joined forces with ¡°After a lengthy due diligence inContact, after an extensive process, we were pleased to select review of the players in the inContact to power our cloud market, to build on our successful contact center offering.¡± track record of developing and delivering innovative customer ¡ª Chris Hummel, CMO and President, No. care solutions.¡± America, Siemens Enterprise Communications ¡ª Mike Palmer, Vice President of Enterprise Strategy and Marketing, Verizon
- 4. BRAND-NAME CUSTOMERS ACROSS INDUSTRIES
- 5. Proven Market Leadership ¡°Companies should have inContact on the shortlist of hosted contact center service providers.¡±
- 6. POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM 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 guarantee 40 % 40 % 80%
- 10. THE SIX LAYERS OF INCONTACT CLOUD SECURITY
- 11. Understand customer preferences, touch points, and Deliver a channels differentiated Deliver customer- centric Optimize the mix of self-service and agent- experience for every managed business insights contacts customer at every touch point.
- 12. INCONTACT EXPERT SERVICES The Best Industry¡¯s 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 ¨C 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 ¨C 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
Editor's Notes
- #5: Finally, when you move to inContact, you are in good company. Here is a selection of some of the Fortune 500 that we are proud to call our customers.
- #7: Within each of these categories, inContact has robust product offerings ¨C with everything from a basic IVR platform to tools that help you with hiring, coaching and quality monitoring to telecom offerings such as local DID and VoIP.
- #8: Smart businesses won¡¯t use a product until they can trust it with their most valuable asset, their customers.?That is why we created the Trust Office.The mission of the Trust Office is threefold. Our first goal is service reliability. The Trust Office works closely with engineering and operations to ensure our systems and networks are designed, managed and able to support 99.99% uptime. This ensures you have a service you can always count on.?The second mission of the Trust Office is security. We know how valuable our customers¡¯ data is and as a result, the Trust Office creates, approves and audits security processes.? We uphold the highest security standards and are certified with PCI, SOX, FCC and CPNI. We are also certified as a Safe Harbor Partner.?The third and final mission of the Trust Office is to ensure performance and scalability. To achieve this, we work closely with network planning and network operations to ensure that network growth and design matches our customers' growing demands.?This gives you the systems you need to get ahead now and over the long-term life of your business.
- #11: Highest published service reliability of 99.99% Geographically diverse data centersHigh availability design applied to carriers, networks, hardware and applicatoinsCertified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner and SAS70/SSAE 16Compliancy with regulations that todays businesses require and independent auditing of controlsEnsures performance and scalability by working with network planning and network operationsSecurity is not an after thought or a ¡®plug on¡¯ ¨C integrated in to design, implementation and management of servicesTrust office & Chief Security Officer?The systems and reliability you need over the long-term for your business
- #12: So the challenge for all of us is:BE RELEVANT and maintain the competitive edge. Delivered a differentiated experience for every customer at every touch point.Inbound and outbound channels must work in harmony to create a consistent, unified customer experience. Here is the challenge: An ever-increasing number of channels, myriad evolving customer segments, too many different products to count. We want to sell to and service our different customers through various channels in a tailored fashion; in doing so, we want to minimize costs and maximize customer experience. We need to determine which activities, campaigns, and interactions should take place where¡ªand for which set of customers.
- #13: All delivered by experts in Connectivity consulting, Business consulting, Professional Services On-Demand or via Custom Service Packages with 400 collective years of experience
- #16: In summary, inContact has the most experienced team in the industry, financial stability, and was one of the first cloud-based contact center providers. In addition, inContact has a robust partner ecosystem that lets you integrate with your existing systems and extend your platform. And, inContact has an international presence with infrastructure and redundancy throughout the US, Europe and Asia. Finally, inContact¡¯s product suite offers you the innovation you need.