Go BackUSA: UCN and Limited Treasures sign global contract
UCN Inc innovator of on-demand contact center software for intelligent contact routing and agent improvement, has signed a one year, renewable agreement with Tennessee-based Limited Treasures for UCN inContact®, the award-winning software-as-a-service (SaaS) application for multi-site contact centers and remote workforces.
Limited Treasures, a manufacturer and global retailer of entertainment memorabilia, adopted inContact after experiencing poor system reliability from their previous hosted provider. The company required a solution to provide enhanced customer support, advanced reporting features and more versatile routing functionality.
"Since our company is undergoing rapid growth, we needed a solution that would give us the ability to make real-time changes," said Scott Eisenhut, Limited Treasures national sales manager. "InContact created a cost-effective means to consolidate three telephony and communications systems that manage the phone, long distance calling and outbound dialing into a single application."
The inContact skills-based routing feature has nearly doubled agent productivity metrics for Limited Treasures. Calls in queue have decreased 88% compared to the previous provider. The advanced functions of the outbound dialer and automated callback features have also generated higher customer satisfaction levels. "A robust range of tracking and reporting has been paramount to how we manage our center," notes Eisenhut, "and inContact makes this all possible."
Said Paul Jarman, UCN CEO: "This is not the first time UCN has successfully replaced an existing hosted solution. The breadth of functionality provided by inContact, coupled with our depth of experience as a network infrastructure provider, puts us in a position our hosted competitors cannot match. Our enterprise-grade ACD and redundant server centers in Los Angeles and Dallas offer a best-in-class platform designed to increase productivity, improve performance insights and reduce overall operational costs."
About UCN
UCN Inc. (NASDAQ: UCNN) is an innovator of software-as-a-service (SaaS) applications for multi-site contact centers and remote workforces. The UCN inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN's patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI.
Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform delivers rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy.
To learn more about UCN, visit www.ucn.net .
About Limited Treasures
Limited Treasures® located in Brentwood, Tenn., is a diverse manufacturer of uniquely designed and printed products since 1998. Using a one-of-a-kind four color printing capability, Limited Treasures has obtained many highly sought licenses including Elvis Presley Enterprises, I Love Lucy, Betty Boop, Walt Disney, Hautman Brothers and Keith Kimberlin. Limited Treasures is the exclusive manufacturer of the 50 States of America Coin Bears®. Limited Treasures' products are available at many fine gift, coin and toy shops across the United States and the world.
Date - 22/08/2008
