Extra Space Storage Selects inContact by UCN

Published on September 29, 2008 in Computer Software, Technology


Salt Lake City (September 29, 2008) – UCN Inc. (NASDAQ: UCNN), the leader in on-demand contact center software for intelligent contact routing and agent improvement, announces a signed one-year, renewable agreement with Extra Space Storage Inc. (NYSE: EXR), the second largest self storage company in the United States.

Extra Space Storage has chosen inContact┬« to provide a more standard sales approach and improve CRM efficiency for management of 673 self-storage properties it owns or operates in 33 states and the District of Columbia. The company’s properties comprise more than 461,000 units and 49 million square feet rented by more than 300,000 individual tenants.

“Our outsourced call center was handling overflow calls to our properties,” said Bill Hoban, CIO for Extra Space Storage, “but with the solutions from UCN, we can now train and equip agents in-house to manage all of our inbound calls and increase our sales growth. We also wanted a software-as-a-service solution rather than an on-premise system so we would not have to worry about hardware upgrades or additional overhead. With inContact, we now have more efficient call routing, a single IVR with better tracking capabilities, and more long-term flexibility as we continue to grow through expansion and acquisition.”

Extra Space Storage also needed a fully integrated solution to help train agents and increase reporting and staffing efficiency. “We concluded UCN provides the best solution for delivering training to agents during short periods of downtime and helping us to optimize the number of agents on the phones in the first place. We also expect to lower our per-minute cost usage with UCN’s carrier rates,” added Hoban. “We expect this technology to deliver outstanding results for Extra Space Storage.”

Said Paul Jarman, UCN CEO: “Extra Space Storage is another example of a company benefitting from the tight integration between our powerful carrier network and the inContact technology platform. Coupled with the feature-rich ACD, components like eLearning help train agents to deliver an exceptional customer experience. The workforce management component allows Extra Space Storage to create optimal staffing schedules that accommodate fluctuations in call volumes.”

Source: incontact

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