On-demand contact center software provider UCN (News - Alert) Inc. has entered into a one-year, renewable agreement with Tennessee-based Limited Treasures. The agreement allows Limited Treasures, a manufacturer and global retailer of entertainment memorabilia, to adopt UCN inContact, the award-winning software-as-a-service (SaaS (News - Alert)) application for multi-site contact centers and remote workforces.

 

Limited Treasure chose UCN inContact when it encountered problems with its previous hosted provider. UCN’s solution will provide the company better customer support, superior reporting features and more flexible 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."

 

With the inContact skills-based routing feature, Limited Treasures has seen a two-fold rise in its agent productivity metrics. Calls in queue have also witnessed an 88% fall since the company switched to inContact. The company has also been able enhance customer satisfaction through the advanced functions of the outbound dialer and automated callback features of inContact.

 

 "A robust range of tracking and reporting has been paramount to how we manage our center," said Eisenhut, "and inContact makes this all possible."

 

Paul Jarman, UCN CEO, said: "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."