Technology Overview

inContact is an award-winning and the world's leading provider of cloud-based contact center
solutions, offering robust call routing software, IVR and a full line of workforce optimization tools to
increase the efficiency of contact center agents. inContact customers benefit from built-in
redundancy, plus its advanced Network Operations center (NOC) continually monitors services for
potential issues. inContact has formed a Trust Office with the express purpose of helping maintain
the trust of our customers. The mission of the Trust Office lies in three primary areas:

 
Reliability & Availability

Reliability & Availability

The Trust Office works closely with
inContact engineering and operations to
ensure our systems and networks are
designed, managed and able to support
99.99% uptime.

High Security

High 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, CPNI
and as a Safe Harbor Partner.

Performance & Scalability

Performance & Scalability

We work closely with network planning and
operations to ensure that network growth
and design match our customers' growing
demands. This gives you the systems you
need to get ahead now and over the
long-term life of your business.

Technology Overview

The "cloud" is fast becoming the most important technology revolution of our time, and the growth is
tremendous. One of the primary reasons companies are increasingly looking to cloud services to
meet their business needs are the reduced costs. In addition to cost savings, some other benefits
of cloud services include:

 
Focus on the customer

Focus on
the customer

Focus on the customer

Automatic
Software Updates

Focus on the customer

Quick Roll Out
and Implementation

Focus on the customer

99.99% Uptime
Guarantee

Focus on the customer

Both Upward or
Downward
Scalability to Meet
Demand

Focus on the customer

Seamless Call
Routing Between
Contact Centers and
At-Home Agents

Interesting Statistics

75%

“By 2013, at least 75% of customer service
centers will use some form of Saas
application
as a part of the contact center
solution”. - Industry analyst Gartner.

50%

Total cost of ownership (TCO) for a contact
center is up to 50% less with cloud services
than with on-premise systems. From a recent
study of Frost & Sullivan.