inContact Expands Cloud-Based Call Center Operations to Europe

Published on November 2, 2010 in Data Management, Technology

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Company Continues Global Expansion with New London Office, Patent-Pending Voice Gateway Technology, New 1,300-Seat European Customer and Extended Support for Existing Multi-National Customers

SALT LAKE CITY (November 02, 2010) – inContact (NASDAQ: SAAS), the market leader in on-demand call center software and call center agent optimization tools, today announced the expansion of its operations into Europe. inContact recently opened a London office that supports Western, Central and Eastern European operations, signed a new customer that will ramp to more than 1,300 agents, and deployed new, patent-pending remote voice gateway technology to support high-quality calls within Europe for new and existing customers.

“We are being very strategic with our global expansion efforts,” said Paul Jarman, inContact CEO. “We spent the past 18 months developing the proper strategy, infrastructure and sales/support team to ensure success on a global scale. This strategic approach facilitated our recent expansion to the Philippines and is driving our expansion into Europe. These moves will help us meet demand from European companies, win additional business in the U.S. with global companies and increase usage of our platform with our existing customers that have offices outside the United States.”

The new European customer is a leading business process outsourcer (BPO) with employees in six countries. The company’s call center moved from a premise-based solution to inContact in order to remain nimble, support future growth, and receive ongoing upgrades to remain on the most technologically advanced software platform. The customer plans to ramp to more than 1,300 agents using the inContact system over the next couple of years.

inContact will support sales and operations in Western, Central and Eastern Europe with its office in the Lloyd’s of London Building in London’s financial district. Industry veteran Gregory Wright, Vice President of Sales, EMEA, will head up sales efforts in Europe, replicating the successful partner model used by inContact in the U.S. by working with existing strategic partners in Europe, as well as developing additional go-to-market partners to expand the company’s reach.

inContact’s patent-pending voice gateway technology will facilitate high quality interactions for European customers by routing both incoming and outgoing call center calls through the inContact system within Europe. This will eliminate static and voice delay problems frequently experienced by other providers who do not have infrastructure in the region, improve service to existing customers, and offer a competitive advantage for prospective new multi-national accounts. inContact’s technology is monitored 24/7/365 and serviced from its operation centers in the United States, enabling cost-effective expansion by eliminating the need for expensive equipment and technical staffing in markets outside the U.S.

Among the existing customers being served by the new voice gateway is a global provider of digital entertainment and Internet solutions for the hospitality and meeting industries. inContact’s new European presence will enable this U.S.-based company to optimize calls to its European center with greater call quality and cost savings due to routing efficiencies.

“We have seen a growing demand for our cloud-based solutions in international call center markets due to our value proposition and rapid ROI,” said Jarman. “Additionally, inContact is unique in the space because, along with the benefits of the cloud, we are leading the industry in software innovations, application developments and enhancements. Customers are taking notice. Our first new customer in Europe is moving to inContact from a long-tenured premise-based system.”

Jarman concluded, “We are extremely excited to be expanding our market-leading cloud-based call center offerings to European customers and to better serve our existing customers with multi-national operations there. It’s clear that our international strategy is already working. Our solutions have been very well accepted in both the Philippine and European markets, and we are working a large and growing pipeline of new opportunities in both.”

About inContact

inContact (NASDAQ: SAAS) helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

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 here.)

inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.

Contact
Media Contact:
inContact
Heather Hurst
Communications Director
801-320-3591
heather.hurst@inContact.com
or
Investor Contact:
Feagans Consulting
Neal Feagans, 303-449-1184

Source: inContact

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