UCN Integrates inContact Call Handling Services with Salesforce - Now Available on the AppExchange |
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UCN, Inc.
14870 Pony Express Rd.
Bluffdale, UT, 84065
USA
Press release date: September 17, 2007
inContact Salesforce Edition designed to support sales, service and support operations with pioneering $70-per-seat price
SAN FRANCISCO, Sept. 17 / - Salesforce.com Dreamforce Conference - UCN, Inc. (BULLETIN BOARD: UCNN) , the leading provider of all-in-one, off-premises contact center technology services, today announced the first phase of integration between the UCN hosted inContact® solution and the industry-leading Salesforce CRM application suite for sales, marketing and service and support operations.
With the combination of UCN and Salesforce, an organization has an excellent on-demand solution to manage the customer contact experience and agent productivity from the first point of contact with the company to the close of that contact, including a post-contact survey tool that captures customer feedback and enables that information to be used to drive change within the organization.
Through integration with the Force.com Connect CTI, UCN now offers two new products within the inContact suite of products. InContact for Salesforce, designed to support the contact handling needs of the traditional Salesforce user base, is exclusively available on salesforce.com's AppExchange marketplace. (http://salesforce.com/appexchange, then search for "inContact")
Additionally, UCN's flagship product, inContact, designed to support mid-size and enterprise-level contact handling and agent management needs, can be used with a Force.com Connector, and is available through UCN's direct and indirect sales channels. To learn more about the full set of features available for the inContact flagship product, visit ucn.net/incontact .
"As salesforce.com rapidly moves up the ladder into enterprise level contact center opportunities, an area where UCN has achieved success, we believe our integrated solution is uniquely positioned to meet the demanding requirements of a multi-location or at-home workforce environment," said Paul Jarman, UCN CEO. "Software-as-a-service (SaaS), is clearly leveling the playing field between large organizations that can afford leading edge premises-based solutions and related infrastructure, and smaller departments which can now acquire the same high-value applications but purchased as a network service."
"Momentum for the AppExchange continues to accelerate as thousands of customers of all sizes are using it to quickly and easily extend Salesforce with additional on-demand business applications", said George Hu, Chief Marketing Officer, salesforce.com. "InContact Salesforce Edition provides our Salesforce Call Center customers with an excellent tool set that not only saves agents' time, but also improves the quality of service."
Phase 1 integration with Salesforce provides the following services to inContact:
o Single sign-on access to the inContact agent application through the Salesforce CRM interface o Click-to-dial for all phone numbers presented on Salesforce pages o Automated screen pops, populated with specific customer information, can be triggered by inContact just as the call is delivered to the agent o Automatically appends call activity to a customer record o Ability to toggle the agent state between unavailable and available, and track and report at the supervisor level using the UCN inTouch(TM) reporting tool o Ability to put the call on hold, transfer, conference, open up a second line, toggle between lines, and end the call o Ability to dial-out from within the Salesforce interface, using the drop-down, softphone
In Phase 2 integration, UCN will make a subset of our reports and administrative functions available as tabs within the Salesforce interface.
Force.com Platform and the AppExchange Force.com is the on-demand platform for the next generation of business applications. Force.com reinvents traditional customization and integration and enables the creation of a whole new generation of on-demand applications that go beyond client/server computing. Force.com allows applications to be easily shared, exchanged and installed with a few simple clicks via salesforce.com's AppExchange marketplace, enabling all the innovation that Force.com unleashes to benefit the entire on-demand community.
The AppExchange economy continues to expand as thousands of salesforce.com customers have installed thousands of on-demand business applications available on the AppExchange, found at http://salesforce.com/appexchange.
About UCN, Inc. UCN (BULLETIN BOARD: 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® 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 www.ucn.net.
Source: UCN, Inc.
CONTACT:Jim Elliot, SVP Marketing of UCN, +1-801-715-5255, jim.elliot@ucn.net;
Web site: http://www.ucn.net/
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