corporate ppt mid market v4
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Safe Harbor Statement
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995: All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words and include, but are not limited to, statements regarding projected results of operations and management’s future strategic plans. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model; our ability to develop or acquire, and gain market acceptance for new products, including our new sales and marketing and voice automation products, in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; and our ability to expand, retain and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
Leading cloud-based company for the contact center marketplace
2010 revenue: $82M
2011 employees: ~300
Headquartered in Salt Lake City
800+ customers
60,000 agents
10 billion + calls
90% customer retention
Highest independently-documented customer satisfaction rate
Satisfied customers
Key facts Revenue growth
COMPANY OVERVIEW
Proven Market Leadership
“Companies should have inContact on the shortlist of
hosted contact center service providers.”
800 Cloud Deployments
10 Billion Calls
60,000 Agents
22 product innovation
awards since 2007
Industry’s best-published service level agreement
of 99.99%
THE EXPERIENCE YOU NEED
Integrated Redundancy
WE MAKE IT SIMPLE
Get started fast
A 10-digit direct dial number is all that is needed
“When we looked at other solutions in the cloud and looked at how well they’d be able to integrate with our technology, inContact was fairly superior to anyone else.”
Paul Vaillancourt, Support.com
PAY AS YOU GO
• No up-front capital investment in hardware or software required
• Buy only the services you need
• No need to pay for unused capacity
• Scale your business on-the-fly
“inContact lets us scale our infrastructure using their port system any time we need to. If we don't need it,
we scale back.”
Taylor Halsey, Inservice America
Pre-Integrated with Phone Systems
OVERLAY WITH YOUR EXISTING PHONE SYSTEM
WE MAKE IT SIMPLE
VS
No IT support requiredNon-technical personnel can make changes on-the-fly
No lengthy change ordersNo wait: Implement changes immediately
“inContact enables us to manage 1300 remote agents with 1 IT support person.”
Arthur Nettleship, FamilySearch
SIMPLE PACKAGED APPLICATIONS
• ACD, IVR and connectivity all-in-one
• Rapid deployment with pre-configured packages
• Designed to be easy to implement, easy to use
INCONTACT ACD: BLENDED MEDIA
Ability to queue and route email, chat, fax, and social media alerts
Unified queue with voice queue simplifies management of queue and SLA’s
Routed to agents based on skill and proficiency
Unified agent interface to handle all contacts
INTUITIVE AGENT AND ADMIN INTERFACE
Agent Interface
• Thin agent interface • All channels are handled through one interface (voice, email, chat, fax, and social media)
• No need to toggle between different screens• Small screen footprint
Central Administration Portal
Easily manage agents, skills, campaigns, outbound efforts, dispositions, and point of contacts
Access all necessary solutions, like reporting, from one portal
ACD REPORTING
inContact’s ACD includes powerful and interactive reporting tools that give contact centers insight into their organization by applying business intelligence to the decision-making process.
THE INCONTACT IVR ADVANTAGE
Quick Start-Up
Affordable Implementation
Low Usage- Based Pricing
Simple Administration
Graphical Call Flow Editor
Superior Support and Service
IVR BENEFITS
• Increase self-service options
• Added flexibility and scalability
• Improve customer satisfaction
• Raise productivity
• Lower the cost of delivering service
IVR DRAG & DROP CALL FLOW BUILDER
LOWER TOTAL COST OF OWNERSHIP
Agent SeatsTotal Cost of Ownership% Savings over 3 years
50 Seats 30% Savings
100 Seats 42% Savings
250 Seats 51% Savings
500 Seats 58% Savings
Source: Frost & Sullivan, April 2011
Real savings in cloud-based vs. premises-based solution
Customer-Centric Strategies
Services
Utility
Technology
Healthcare
Retail
BPO / Outsourcer
CUSTOMERS LIKE YOU
CLOUD MARKET LEADERSHIP SIGNIFICANT MARKET PARTNERSHIPS
• inContact powers Siemens Enterprise Communications’ OpenScape contact center offering
• Exclusive master distributor in Europe, the Middle East, and Africa
• Siemens Enterprise Communications will private label, resell, and support the inContact cloud contact center portfolio
• Siemens Enterprise Communications makes a $24 million inContact equity stake, revenue commitments
• inContact powers Verizon’s new Virtual Contact Solution
• Agreement expands Verizon’s world-class contact center portfolio and executes Verizon enterprise cloud strategy
• Verizon has a sales and support presence in 82 countries
• Verizon will resell and support the inContact solution for global Verizon customers
“We’ve joined forces with inContact, after an extensive review of the players in the market, to build on our successful track record of developing and delivering innovative customer care solutions.”
– Mike Palmer, Vice President of Enterprise Strategy and Marketing, Verizon
“After a lengthy due diligence process, we were pleased to select inContact to power our cloud contact center offering.”
- Chris Hummel, CMO and President, No. America, Siemens Enterprise Communications
• 800 deployments to date
• Largest deeply skilled SaaS Professional Services organization in the industry
• Robust self-service offerings with extensive Knowledgebase & Online Billing
Implementation and Support
The expertise when you need it, self-service options when you don’t.
FOCUS ON GROWING YOUR BUSINESS
"Moving to the cloud initially was about money, but very quickly you realize that its not just about making money it's about being able to grow your company when you need it in a flexible environment.”
Mauricio Vincente, LSA
"What inContact has allowed us to do is to really focus on our customer and not worry about managing the call flows.”
Pat Schaffhauser, Buyer’s Protection Group
“inContact allows us to efficiently route our incoming ACD calls to the proper agent. The return on investment has been huge..”
Shaun Sanislo, VacationRoost