 Home Security System Provider Selects UCN for Centralized Call Center Solution Firstline Security, a nationwide provider of GE Home Alarm and Protection services, selected the UCN inContact™ product to support its centralized customer care group. After identifying the inContact solution, they turned off their PBX-based ACD functions and began routing all calls through the UCN inNetwork(R) on-demand call handling application. Initially, they staffed the new centralized call center with about 14 agents, but quickly realized they could handle their call volume with only 8 agents because of the productivity gains from the use of screen pops, IVR and automatic call routing from inContact. The company estimated they spent about $5000 to $8000 researching and trying out various solutions that didn’t fit their needs before they evaluated the inContact product. If you have customers who are seeking ways to reduce costs through increased productivity, click here to become a UCN sales partner. Their inhouse PBX was setup with direct dial numbers, so the PBX integrated easily with the inContact solution. Using the database integration capabilities of inContact, all incoming calls are checked against the Firstline database to determine if the caller is an internal sales employee or a customer, then a specific IVR menu is presented so the caller can quickly direct themselves to the appropriate departments. In the case of a customer call, the agent receiving the contact gets a specific POP screen, so they know who is calling and can quickly access related customer history in the database.... Read the full Story If you have customers who have out grown their current PBX and are investigating upgrades to gain access to new features and functions, have them include inContact from UCN in their evaluation process. Become a UCN sales partner today; introduce them to inContact tomorrow.
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