Some of the Points Paul and Craig Discussed

Companies are conflicted today by the need to deliver top-notch customer service that will drive loyalty and revenue, yet at the same time, cut costs. This need to do more with less can be easily met by deploying call routing and call center agent optimization tools that are ideal for deploying a distributed, work-from-home workforce and are offered economically, through a Software-as-a-Service (SaaS) model.

Today’s forward-thinking companies recognize that call centers are also profit centers. Similarly, an inexpensive call center that does not generate increased customer satisfaction is simply a cost-drain, with little upside. In order to create profit-generating call centers, companies today are turning to an alternative to international offshoring called “homeshoring”, which enables them to cost-effectively employ call center agents from their homes.

Studies indicate that homeshoring results in the ability to hire more talented workers and generate an increase in customer satisfaction and loyalty.

Similarly, as companies increase customer satisfaction by bringing call center jobs back home – both literally and figuratively – the impact can only be good for the U.S. economy. I can think of no better economic stimulus than hiring highly capable, highly skilled workers in the States to handle important customer service experiences.

This trend is also good for individuals who previous did not have the opportunity to work, such as stay at home parents, the elderly, the physically challenged.  And the companies for which they are employed also win because they now have the opportunity to reduce call center costs and increase customer loyalty / revenue, in difficult economic times.

inContact offers its world-class contact center offerings based on a Software-as-a-Service model, thereby enabling customers to employ at-home agents, seamlessly tie together multiple-locations and upgrade their contact center capabilities, with a significantly reduced cost structure. Since inContact has incurred the expense of owning and maintaining its network and server infrastructure, customers need not outlay an enormous capital expenditure nor utilize significant resources maintaining hardware; instead, they pay only for what they use. inContact delivers top-notch and flexible customer service solutions that can scale for fluctuations in call volume and agent skill demands quickly and easily.

About Paul Jarman

Paul Jarman is one of the original founders of Buyers United, which is now inContact, Inc. Previously, Paul was an executive with HealthRider, Inc. As director of retail operations, he managed 250 retail locations and over 1,100 employees, generating $95 million in annual sales. In a prior position with HealthRider, he was responsible for new product development in the exercise, massage, and nutritional categories. Paul earned a Bachelor of Science degree in Accounting from the University of Utah and is a Certified Public Accountant.

About InContact

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.