DRAPER, Utah--(BUSINESS WIRE)--June 28, 2004--UCN(TM) (a division of Buyers United(TM) Inc. - (OTCBB:BYRS)), a provider of business telecommunications services including contact center software applications delivered through a national VoIP network, announced today that Firstline Security Inc., a nationwide provider of GE Home Alarm and Protection services, selected the UCN inContact product to support its centralized customer care call center.
In the past, new customer orders were processed through the company's 12 regional offices. To improve its customer acquisition and customer service process, the company decided to consolidate all order processing and customer service calls at a centralized call center located at its Orem, Utah, corporate facility. Initially, Firstline was seeking to expand its onsite PBX with call recording equipment, expanded voice e-mail and ACD functions. "Our biggest problem was finding a recording solution that would integrate with our existing customer database," explained Brandon Savage, chief information officer for Firstline. "We wanted to have all of our customer contact information in one place, including recorded WAV files." Firstline was initially introduced to the inContact solution by Utah-based UCN reseller CarrierSales.
Firstline estimates they spent about $5,000 to $8,000 researching and trying out various solutions that didn't fit their needs. After identifying the inContact solution, they turned off the ACD functions they had purchased and are now routing all calls through the inContact application. Their inhouse PBX was setup with direct dial numbers, so the PBX integrated easily with the inContact solution. Initially, they staffed the centralized call center with about 14 agents, but quickly realized they could handle their call volume with only 8 agents because of the use of screen pops, ACD and IVR. 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. The agent receiving the call gets a specific POP screen, so they know who is calling and can quickly access related contact history in the database.
The Business Benefits
"The ability for the call recording system to integrate with our existing customer database was key to our decision," said Savage. "In addition, the ease with which we can add agents or re-direct calls to a satellite office or to employees working from home in the event of a power outage in Utah was of benefit to us. With the use of screen pops, all agents now screen new accounts in the same consistent manner, leading to higher quality accounts for the company. Plus, storing customer call recordings gives us the ability to quickly clear up complications and misunderstandings when they arise. Overall, we believe we are able to better serve our customers with inContact."
About Firstline Security Inc.
Fristline Security is a privately held reseller of GE Home Security systems and a dealer for Monitronics Intl. monitoring services. Currently, Firstline has about 250 employees supporting over 15,000 customer accounts nationwide. For more information on Firstline Security visit their Web site at: http://www.4firstline.com.
CarrierSales, a telecom consulting company and Certified reseller of inContact, has been supporting business and government accounts nationwide since 1992. CarrierSales provides telecom optimization services that help organize a business's existing infrastructure, corrects billing issues, analyzes future needs, and helps implement new telecom solutions. The products and services CarrierSales consults on include: local dial tone, long distance, Internet, data, conference calling, web conferencing, VOIP and intelligent call processing. For more information on the company's products and services, visit www.carriersales.com.
UCN, a division of Buyers United Inc., is a full service provider of long distance services over its national VoIP network and a provider of inNetwork(TM) hosted, telephony software applications addressing the contact center market. The UCN vision is to offer an affordable, flexible migration path from call center to contact center, enabling a business to respond quickly to its customers' requirements for voice, e-mail and chat contact strategies. The inNetwork family of products, includes inContact, an integrated package of advanced contact handling and management applications, and inControl, a unique, rapid application development tool. For more information on the company's products and services visit the UCN Web site at http://www.ucn.net.
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