incontact

Editor’s comments on Post: (P.Peters): InContact is based in SALT LAKE CITY and is traded on the NASDAQ (NASDAQ: SAAS) (www.inContact.com). The company positions itself as the market leader in on-demand call center software and call center agent optimization tools. The company’s market capitalization is just under US$90 million, with its stock trading within a US$1.41 – US$3.94 over the last 52 weeks.

Avaya, Cisco and Quest are much larger competitors. Another company that immediately comes to mind in the home-agent segment is Arise (http://www.arise.com/) but they’re a service supplier play rather than a tech entity. Perhaps Salesforce.com is both competitor and collaborative partner.

NASHVILLE, Tenn., Feb 08, 2010 (BUSINESS WIRE) — Sitel, a leading global business process outsourcing (BPO) provider, today announced they have implemented and launched inContact, Inc’s (SAAS 2.87, -0.07, -2.38%) eLearning tool to provide on-demand training to the company’s home-based customer care agents. With RightTime(TM) technology through eLearning from inContact, the market leader in on-demand call center software and call center agent optimization tools, Sitel is delivering a customized training and communications solution to the company’s HomeShore agents. Sitel is providing custom training curricula to agent’s desktops during dips in call volume to further improve the agent’s soft skills and product knowledge, improve productivity and eliminate unnecessary training down-time.

Sitel HomeShore is a proprietary home-based agent offering designed to give Fortune 500 clients greater flexibility in managing their outsourced customer care needs. Through inContact’s RightTime technology, Sitel’s home-based agents receive training, testing and updates directly to their computer during available times without sacrificing cost or service levels. This solution ensures the delivery of continuous employee training and communications so agents are up-to-date on client and internal information in order to assist customers more quickly and proficiently. [... Read the full Article ]

Source: Marketwatch.com