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SAFE HARBOR STATEMENT
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995: All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words and include, but are not limited to, statements regarding projected results of operations and management’s future strategic plans. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model; our ability to develop or acquire, and gain market acceptance for new products, including our new sales and marketing and voice automation products, in a cost-effective and timely manner; the gain or loss of key customers; competitive pressures; our ability to expand operations; fluctuations in our earnings as a result of the impact of stock-based compensation expense; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; and our ability to expand, retain and motivate our employees and manage our growth. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports of Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
WHY INCONTACT?
People
Financial Strength
Ecosystem
International
InnovationCloud-based Platform
800+ customers
60,000 agents
10 billion + calls
Highest independently-documented customer satisfaction rate
Satisfied customers
Key facts Revenue growth
COMPANY OVERVIEW
Leading cloud-based company for the contact center marketplace
2010 revenue: $82M
2011 employees: ~300
Headquartered in Salt Lake City
Proven Market Leadership
“Companies should have inContact on the shortlist of
hosted contact center service providers.”
EXPERIENCED LEADERSHIP TEAM
6
800 CloudDeployments
10 Billion Calls
60,000 Agents
100 Countries
POP in Philippines, UK &
Germany
NASDAQ: SAAS
$82M Revenue (2010)
$20.2M Cash
$135M Market Cap
FINANCIAL STRENGTH EXPERIENCE GLOBAL
REACH
MARKET TRENDS
By 2012, consumers will be willing to perform
all customer service
themselves.
Source: Gartner
By 2013, at least 35% of customer service centers
will integrate social capabilities.
By 2014, there will be more smart phones than computers
accessing the net.
By 2015, companies will
generate 50% of web sales via their
social presence and mobile
applications.
CLOUD MOVEMENT CONTINUES
Call Center In The Cloud:
Cheaper And Simpler
Customer Service Moves
to the Cloud
Goodbye to the Box: The Rise of
Hosted Call Center Infrastructure
THE PLAN FOR SUCCESS• 3-stage process that has been refined through
hundreds of deployments over 10 years
• Enables you to take advantage of and leverage new channels of customer communication such as social media and mobile
• Gives you the tools you need to differentiatecustomer service
Your Moments of TruthWhat’s it like for a customer to interact with your employees?
INCONTACT CUSTOMER SOLUTIONS
Optimize each interaction to deliver a differentiated experience for every customer.
Understand customer
preferences, touch points and channels
Optimize the mix of self-service and agent-managed
contacts
Deliver customer-centric business
insights
POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM
ContactRouting
WorkforceOptimization Telecom
Contact RoutingMultichannel Routing & Prioritization
Deliver the contact through the appropriate channel in most effective manner
Workforce OptimizationOptimization of people and processes
Ensure that the right people are hired and train them effectively for their jobs. Monitor ongoing excellence.
TelecomTelephony and data
Cost-effectively overlay existing hardware, offer a variety of telephony choices to fit any mix of needs.
POWERFUL, FLEXIBLE & CUSTOMIZABLE PLATFORM
ContactRouting
WorkforceOptimization Telecom
Contact RoutingACDIVRCTIEmail/ChatSpeech RecognitionOutbound Dialing
Workforce OptimizationHiringCoachingeLearningCustomer SurveyRecordingQuality MonitoringWorkforce Management
TelecomTDMVoIPToll FreeLocal DID
OVERLAY WITH YOUR EXISTING PHONE SYSTEM
Integrate with robust 100+ partner ecosystem
Existing Phone System
CRM
Consulting
eLearning
WorkforceManagement
CRM
THE POWER OF THE INCONTACT PLATFORM
ERP, CRM, etc.
inCloud Apps
CustomerInteractionEcosystem
Agent OptimizationEcosystem
PBX
Plugin Agent• Browser app integration
• Out-of-the-box integrations with CRM and ERP systems
• Easy to integrate with “home grown” applications
Client API• Allow 3rd party control of the
inContact platform
• Leverage platform data to provide enhanced analytics
Object routing• Creates powerful universal queue
• Skills and routes items from other applications
• Trouble ticket, CRM channels
INTEGRATIONS
THE POWER OF PREMISE SOLUTIONS, WITH THE CUSTOMIZATION YOU NEED
THE METRICS YOU NEED TO EFFECTIVELY RUN YOUR BUSINESS
REDUNDANCY AND FAULT TOLERANT
GEOGRAPHIC COVERAGE
UNMATCHED SECURITY AND RELIABILITY: INCONTACT TRUST OFFICE
• Highest published service reliability of 99.99%
• Certified with PCI, SOX, FCC and CPNI and as a Safe Harbor Partner
• Ensures performance and scalability by working with network planning and network operations
The systems and reliability you need over thelong-term for your business
INCONTACT PROFESSIONAL SERVICES
•Business Consulting and Best Practices Office
•Professional Services On-Demand
Largest
with a staff of nearly 60
Most Experienced
with over 800SaaS deployments
Best-in-Class
customer satisfaction
DEDICATED CUSTOMER SUPPORT
• Primary contact for customersuccess
• Regular calls and help with issue resolution
• Share best practices
Regular proactive outreach to touch base and track success
Additional advocate and contact for customer success (Implementation Consultant is primary during implementation)
Cortnie ZobristService Delivery Support
Nicole DavisService Delivery Supervisor
Our role during implementation: Our role after Go Live:
SERVICE: MORE THAN WHAT YOU SEE
Global Service DeliveryProfessional Services
Trust OfficeInfrastructure Team
Ongoing R&DNOC
Customer Portal-Focused ITKnowledgebase
RETURN ON INVESTMENT THROUGH LOWER TCO
Agent SeatsTotal Cost of Ownership% Savings over 3 years
50 Seats 30% Savings
100 Seats 42% Savings
250 Seats 51% Savings
500 Seats 58% Savings
Source: Frost & Sullivan, April 2011
Real savings in cloud-based vs. premises-based solution
Customer-Centric Strategies
RESULTS THAT MATTER
$3.4 million in annual savings Doubled reservation rates
More than $1 million savings
BRAND-NAME CUSTOMERS ACROSS INDUSTRIES
GET THE COMPETITIVE ADVANTAGE YOU NEED
• Infinite configuration options
• Technology keeps pace with innovations
• Enterprise capability with the speed and flexibility ofthe cloud
• Unify voice and view of the customer
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