Katie Evans , Managing Editor, International Research
Top Online Housewares Retailer Upgrades to UCN’s On-Demand Contact Center Solution
Salt Lake City - October 14, 2008 - UCN, Inc. (NASDAQ: UCNN), a market leader in on-demand contact center software for intelligent contact routing and agent improvement, has signed a one-year, renewable agreement for a new implementation of inContact® with Cooking.com, a top award-winning online retailer. Cooking.com also operates e-commerce stores for major brands including Starbucks, Food Network, Betty Crocker and Pillsbury.
Cooking.com chose inContact for advanced contact handling technology to enhance their customer service and support departments. “Our company’s recent relocation from Santa Monica to Marina Del Rey presented an ideal opportunity for us to move to a better customer contact system,” said Shannon Thomas, customer service manager for Cooking.com. “We needed more efficient contact management technology that would offer call recording, call monitoring and agent productivity tools. We found inContact provides this as a complete, turnkey solution, with easy-to-configure and flexible skills-based routing for both inbound and outbound campaigns, along with chat, fax and email capabilities.”
Cooking.com needed a reliable solution with immediate uptime and quick implementation, especially with the looming holiday season – the company’s busiest time of year. “We need this implementation to be done quickly and work flawlessly,” said Thomas. “UCN can accomplish this affordably and coordinate with our move timetable.”
Said Paul Jarman, CEO of UCN, “Increasingly, companies like Cooking.com depend on inContact to provide a full framework of solutions for their contact center needs, along with a proven and efficient delivery method. They have joined a fast growing list of companies who are turning to UCN for affordable, reliable solutions to help them be successful in spite of current economic conditions.”
Cooking.com was founded in 1998 and is based in Marina Del Rey, CA. As the leading online marketplace for cooks, Cooking.com operates five uniquely branded websites: Cooking.com, FoodNetworkStore.com, StarbucksStore.com, PillsburyStore.com, and BettyCrockerStore.com. Cooking.com offers its customers over 90,000 products for the kitchen as well as recipes, menus, articles and a growing library of user-generated cooking content and online tools. Cooking.com is committed to providing customers with an exceptional experience and was the recipient of the 2008 WebAward Best Shopping Site and 2007 i.Merchant Gold award for overall excellence as an online retailer. Its investors include Azure Capital Partners, Idealab, Clearstone Venture Partners, Starbucks Corp. and ORIX Venture Finance.
UCN, Inc. (NASDAQ: UCNN) is a leader in software-as-a-service (SaaS) applications for contact centers including multi-site and remote workforces. The UCN inContact® platform intelligently routes multi-media contacts to agents anywhere while improving management visibility, agent productivity and agent retention. UCN’s patented software includes an enterprise-grade ACD with skills-based routing, IVR, speech recognition and CTI. Agent performance optimization features include customer experience surveys and agent scoring analysis, call monitoring, call recording, workforce scheduling and forecasting, hiring tools to reduce attrition, and targeted training delivered to the agent desktop. The inContact all-in-one on-demand platform provides rapid application development tools for IT control, no capital expenditure, Fortune 500-compliant security, and a 24/7/365 managed network with carrier-grade redundancy. To learn more about UCN, visit www.ucn.net.
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