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Call Center International Selects inContact for Lebanon Contact Center

Apr 09, 2009

Company to Use inContact ACD, eLearning and Workforce Management Solutions
SALT LAKE CITY--(Business Wire)--
inContact, Inc. (NASDAQ: SAAS) (, the market leader in
on-demand contact center software and agent optimization tools, announced that
it has signed a two-year agreement for the inContact Automated Call Distributor
(ACD), eLearning and Workforce Management solutions with Call Center
International (CCI), an international contact center in Batroun, Lebanon, with
senior management offices in Beirut and world headquarters offices in Irvine,
CA, U.S.A.

In the competitive international outsourcing environment, CCI selected inContact
to set it apart from the competition. inContact has granted CCI two-year
exclusive rights to the inContact platform in Lebanon. The company plans to
build its operations to at least 200 agents.

"We wanted to find an all-in-one solution that would enable us to avoid complex
hardware provisioning issues while providing a ready-now solution to our inbound
activity needs," said Will Robertson, CCI Senior Corporate Advisor. "We felt
that inContact was the best choice for Call Center International. We were also
looking for scalability in our software, and because it is offered in a
Software-as-a-Service model, inContact will allow us to nimbly scale as we

The inContact implementation will be facilitated through inContact`s U.S.-based
offices and existing infrastructure. Jay Hanna Ajaltouni, Chairman of CCI said,
"CCI inbound calls will be routed through inContact`s redundant facilities in
the U.S. and re-routed via dedicated clear channel IP / VoIP to the center in
Lebanon. Our plan includes a series of contact centers throughout the country of

"Today inContact supports contact centers in 12 countries without the need for
any hardware installation," said Paul Jarman, inContact CEO. "Through our SaaS
model, we can help CCI control the cost and quality of their operations, while
enabling them to implement quickly as their business grows."

Agent productivity is expected to be at its peak at CCI from the first day of
operations due to inContact features such as skills-based routing, universal
contact queuing, automatic call-back, inbound/outbound call blending and
database connectivity.

Not only will agent productivity be maximized through call routing, but with
inContact Workforce Management, CCI will easily be able to forecast demand,
manage workforce scheduling, analyze and optimize staffing and report real-time
adherence. inContact eLearning will allow the company to push training to its
agents during low call volumes, which creates a better-trained workforce by
utilizing down time.

The Lebanese government recently granted licenses for international contact
centers in the country, and CCI was one of only five companies to receive a
license by the Telecommunications Minister. The company`s new facility is
scheduled to be operational in June 2009 and will include a ceremony to be
attended by both corporate and government officials including U.S. diplomats in

inContact Resources:

* inContact platform:
* inContact Workforce Management:
* Three-Minute Overview:

About inContact

inContact, Inc. (NASDAQ: SAAS) provides the market leading on-demand customer
contact center platform, inContact, to approximately 600 contact centers across
the globe. With its roots in telecommunications and network infrastructure,
inContact is unique in its offering because it combines a powerful connectivity
backbone with a world-class software platform. Companies with contact centers of
all sizes have turned to inContact to address their contact handling needs as
well as to manage and improve their agent workforces. The inContact platform has
grown from a powerful Automated Call Distributor (ACD) with skills-based
routing, Computer Telephony Integration (CTI), and Interactive Voice Response
(IVR) with speech recognition, to include an innovative online hiring solution,
an eLearning and communications application, workforce management functionality,
and a customer feedback and survey solution. Because the inContact platform is
delivered via a Software-as-a-Service (SaaS) model, customers can realize
significant cost savings and flexibility compared to premises-based
alternatives. To learn more about inContact, visit

About Call Center International

Call Center International (CCI), headquartered in Irvine California, is a
professional outsourcing services company providing telephone and Internet-based
contact services for a wide variety of industry sectors on a global scale.
Through its strategic partners it operates a fully redundant, high-speed
telephone and global data network, and provides wide area wireless access to
Internet and private networks. CCI management brings a collective century of
telecom, IP, satellite, wireless, and data experience to support this new
venture. To learn more about CCI, visit

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