Advantix Solutions Group Selects inContact to Enhance Customer Service Delivery

Global Telecom Company to Improve Efficiencies with Robust inContact Functionality and Salesforce.com Integration

SALT LAKE CITY--()--Leadership at Advantix Solutions Group, a global leader in fixed and mobile telecom lifecycle management services, have signed an agreement to purchase services from inContact (NASDAQ: SAAS), the leading provider of cloud-based call center software and call center agent optimization tools. Advantix has selected the inContact contact routing platform to support its strategic customer service efforts.

Advantix specializes in optimizing, negotiating and managing complex telecommunications programs for enterprises ranging from startups to multinational corporations. As part of their services, Advantix provides helpdesk support to its clients for their mobile devices across the globe on a 24x7 basis. The organization sets aggressive goals to provide first-call resolution and a premium experience for over 300 distinct types of support calls. With the proliferation of mobile devices from tablets, to smartphones and beyond comes the challenge to maintain a high level of support while operating an efficient and high-performing customer support team.

Due to this and their objective in 2012 to be recognized as the leader in their industry for customer experience and satisfaction, Advantix sought a best-in-class cloud-based solution to replace its legacy call routing and queuing platform.

They selected inContact for its powerful cloud functionality and highly customizable architecture that will enable Advantix to continue delivering superb first-call resolution while enabling powerful new capabilities such as:

  • Self-serve and user-directed support requests
  • Integration with emerging platforms such as Twilio for next-generation support
  • Advanced skills-based call routing
  • Deep integration with their Salesforce.com CRM service platform

“The move to inContact will enable us to provide an even higher level of service to our customers than our current best,” said Nathan Brown, Chief Operating Officer of Advantix. “inContact will provide much more sophisticated call management and reporting, while also making each call more efficient for our clients through CRM and knowledge base integration.”

Integration between the inContact and Salesforce.com platforms will also reduce time spent by Advantix contact center agents gathering account information, by automatically populating agent screens with the caller’s account information before the call is answered. The enhancement will reduce the overall talk time, thereby improving customer satisfaction levels. Additionally, Advantix will utilize the inContact automated call-back feature during peak call times to allow customers to hang up and “hold their place in line,” for an agent to call them back as agents become available.

“The power of the inContact cloud platform enables our customers to improve overall efficiencies and service delivery in their contact centers,” said Paul Jarman, inContact CEO. “By utilizing key features of the inContact system, such as CRM integration and automated call-backs, the overall experience of both the agents and customers improves significantly. We look forward to working with Advantix to meet and exceed their customer service goals in 2012 and beyond.”

Additional Information

About Advantix Solutions Group

Advantix Solutions Group is a global leader in Wireless and Fixed Telecom Management services. Key service offerings include: audit and recovery, optimization, contract negotiation, invoice management, cost containment, procurement, help desk, customized reporting, and dedicated administrative support. Advantix delivers unparalleled solutions that empower our clients to take control of their entire telecommunications infrastructure. For more information about Advantix, visit http://www.advantixsolutions.com.

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.

Contacts

Media Contact:
inContact
Heather Hurst, 801-320-3591
Communications Director
heather.hurst@inContact.com
or
Investor Contact:
Market Street Partners
Ingrid Ebeling, 415-445-3239
iebeling@marketstreetpartners.com

Release Summary

Leadership at Advantix Solutions Group, a global leader in fixed and mobile telecom lifecycle management services, have signed an agreement to purchase services from inContact (NASDAQ: SAAS).

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Contacts

Media Contact:
inContact
Heather Hurst, 801-320-3591
Communications Director
heather.hurst@inContact.com
or
Investor Contact:
Market Street Partners
Ingrid Ebeling, 415-445-3239
iebeling@marketstreetpartners.com