SALT LAKE CITY, Nov. 29 /PRNewswire-FirstCall/ -- UCN (Nasdaq: UCNN), the leading provider of hosted communication systems, announced that Digis, a top Internet service and Voice-over IP (VoIP) telephony provider, is using the UCN inContact(R) hosted telecommunications solution to produce dramatic, measurable improvements in customer service and agent productivity.
SALT LAKE CITY, Nov. 29 /PRNewswire-FirstCall/ — UCN (Nasdaq: UCNN), the leading provider of hosted communication systems, announced that Digis, a top Internet service and Voice-over IP (VoIP) telephony provider, is using the UCN inContact(R) hosted telecommunications solution to produce dramatic, measurable improvements in customer service and agent productivity.
"Digis' experience with UCN inContact demonstrates the transformative effect that high-level hosted communications solutions can have on an organization," said Paul Jarman, CEO of UCN. "InContact's powerful call routing, tracking and reporting can create worlds of possibilities for customer support departments and organizations."
Bret Westwood, vice president of engineering and support for Digis, commented, "We are in the midst of a dramatic ongoing growth cycle. In the past year, our customer base has expanded from around 3,000 to more than 13,000. A few months ago we realized we needed a new telecommunications solution flexible enough to scale with our growth, as well as effectively support our multi-faceted customer service offering."
Prior to installing inContact, Digis exclusively used Asterisk, an open-source PBX system that runs on Linux. "The Asterisk system was okay for our start-up phase, but lacked solid skills-based routing and other functionality," said Westwood, "and it was affecting our growth and the quality of our customer service. We needed a hosted solution that allowed us to keep our focus on our core business. After our review of a field of options, UCN came out the winner, hands-down. InContact's drag-and-drop programming interface and reporting capabilities are far superior to other hosted solutions."
The move to inContact produced dramatic and immediate results for Digis. InContact's sophisticated routing, tracking and reporting capabilities enabled Digis to quickly implement incentive plans for call handling and wrap-up, which resulted in average agent productivity gains of approximately 15 percent and as much as a 50 percent improvement with some agents.
"Now that management has more effective visibility into our customer service system and agent productivity, performance on our service-level agreement has shot up from roughly 50 percent into the 80s. Performance gains have been spread throughout our organization, and we're doing a much more efficient and effective job with the same amount of staff," Westwood said.
InContact effectively routes calls according to the training and skill level of the Digis agent. In addition, the inContact IVR system provides Digis with a fail-safe in case of technical failure or disaster, routing calls of down phones to other numbers while allowing unaffected lines and locations to proceed unobstructed.
"UCN as our communications technology partner has been a huge win for Digis," said Westwood. "Customers are happy with the efficient call routing and quicker call handling, agents feel greater job satisfaction, and management is delighted with overall company performance."
InContact is expected to play an integral role in Digis' ongoing expansion. "We grew about 400 percent last year, and are on pace to more than double this year," said Westwood. "We're confident inContact will scale with us and help drive our growth. With inContact, we have the ability to add agents 20, 100 or 1,000 at a time without missing a beat."
Digis is a rapidly growing Internet Service Provider that specializes in wireless broadband services. Since 1999, Digis has been servicing communities along Utah's populous Wasatch Front. Digis coverage is continually expanding. Customers currently enjoy ultra-high speed Internet from Santaquin to Logan — throughout Utah, Salt Lake, Weber, Davis, Box Elder, Cache and Morgan Counties. Since its inception, Digis has focused on mixing best-in-class technology with industry-best customer service.
About UCN, Inc.
UCN (Nasdaq: UCNN) is the leading provider of all-in-one, off-premises contact handling services that improve the customer contact experience and the productivity of those handling the contacts. InContact(R) includes an integrated suite of core contact handling applications, including contact routing, interactive menus, database integration, automated surveys and scoring analysis, reporting, monitoring, recording, administration and workforce scheduling and forecasting applications. InControl(TM) is a unique, rapid application development tool that enables inContact customers to develop highly flexible, customized business contact handling processes in record time. To learn more about UCN visit http://www.ucn.net.
Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward- looking statements. (For the complete statement please click to: http://www.ucn.net/safeharbor.)
SOURCE UCN, Inc.