UCN

Overview

UCN, Inc. (OTC.BB: UCNN) began in 1997 as a reseller of telecommunication services. After a series of strategic acquisitions commencing in 2002, UCN emerged in 2004 with a new product approach that combines an innovative national voice over IP (VoIP) network with hosted, proprietary software applications for contact handling/contact management requirements. The company is changing the way mission critical applications are delivered and priced for the contact handling marketplace. Typically inContact applications are used by customer service, customer support, order entry, direct response, reservations, or most any department that is seeking a more effective set of tools to manage its inbound call or contact activity.

The inContact® product suite delivers core features and functions on a per seat basis, with the ability to scale capacity up or down as business fluctuates. Because we own the network and the applications that run within the network, we are able to service the market with price-acceptable solutions that improve rep productivity, customer service quality and operational efficiency.

The product suite was expanded in Q1 ‘07 with the acquisition of two product lines. The Echo product, when combined with the inContact automated survey tool, provides back-end analytics for tracking and trending customer satisfaction scores at the rep, team and center level. In addition, the Echo system presents each survey, as well as overall scoring/trending information, to the rep who handled the call. Research has proven that direct customer feedback is a far more effective means for changing rep behavior than feedback sessions with quality monitors.

The new Workforce Management (WFM) product, when combined with inContact/ACD, provides an integrated forecasting, scheduling, adherence tracking and notification system. Reps, no matter where they sit, now have a more interactive system for making their work-time preferences known to their supervisors. Research has proven that the more control a contact center worker has over his or her schedule, the more satisfied they are with their job. Taken together, inContact, Echo and WFM create an off-premise, integrated all-in-one solution for any operation seeking to support a distributed workforce – either at-home workers or workers located at multiple sites.

Today, the contact handling market space is a $28.7B (estimated US), fragmented market segment, served by multiple vendors offering prohibitively expensive on site hardware/software solutions that require significant up front investments to purchase and significant technical expertise to integrate and operate over the life of the equipment. While these on-site or customer premises equipment (CPE) solutions dramatically improve agent productivity, only a small segment (approximately 10%) of all US-based contact handling operations – typically those with 200 or more rep seats - can afford to implement these solutions. As a result, the middle 90% of this market is under-served and in need of an affordable path to productivity providing features and functions.

UCN has the right products and the right business model to be successful in the contact handling market right now. No other vendor has bundled a national IP network with productivity and quality enhancing application solutions under a market disruptive pricing model.

UCN Awards History Won by Telarus

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Common Questions About UCN

• One Vendor, One Bill, One Mult-Carrier Solution
• At UCN, we don’t just sell data and voice services, we help our customers solve telecommunications problems by matching the right level of quality, capacity and price to their business requirements. When you deal with UCN or one of our sales representatives you are working with a telecom consultant… not just another order taker.
• UCN is different because we have contracted with the leading national carriers and incorporated their products into our network. We don’t have a bias toward one carrier over another. We look for the right product, at the right price, to meet our customer’s specific requirements.
• Our sales consultants are able to design solutions ranging from switched services to the most complex, multi-carrier, multi-protocol solution, passing along our high-volume pricing advantages to our customers. While many organizations have split their traffic across multiple carriers to achieve a redundant solution, when you do business with UCN, you gain all the pricing advantages as if you are running all your traffic over a single carrier, without giving up the advantages of a multi-carrier solution in terms design and redundancy.
• Doing business with UCN, you deal with one vendor, get one bill and receive superior customer service in terms of provisioning, network problem resolution, and bill problem resolution. As a long-time reseller of carrier services, and as a network provider our self, we know the business and have committed to investing in our billing systems, our network operations center and our customer service organization in order to offer superior customer service.
• By working with UCN, our customers simplify their business relationships. One vendor, one bill. Yet, UCN customers have access to the UCN network, as well as the leading carrier networks, enabling our designers to combine a rich range of features, quality, capacity and price into a single solution. One stop shopping; best-of-breed solution.
• Billing is done to four digits (example .XXXX), and payments can be submitted by phone, web, or mail. Bills can be paper, CDROM, Online, or FTP.