inContact Expands Powerful Cloud Platform With New Social Customer Care Offering

   inContact Expands Powerful Cloud Platform With New Social Customer Care

Partners with SoCoCare to Deliver Proactive Social Media Solution Designed
Specifically for Contact Centers

PR Newswire

SALT LAKE CITY, March 18, 2013

SALT LAKE CITY, March 18, 2013 /PRNewswire/ -- ENTERPRISE CONNECT -inContact
(NASDAQ: SAAS), the leading provider of cloud contact center software and
contact center agent optimization tools, today announced that its recently
launched cloud universal queue will be expanded with the availability of
social customer care channels from inCloud™ ecosystem partner SoCoCare.The
SoCoCare solution has been developed specifically for customer care agents,
supervisors and managers and the cloud-based offering handles Twitter,
Facebook, LinkedIn, RSS feeds, Blogs and articles.The solution will be
demonstrated in the inContact booth #1920 at Enterprise Connect in Orlando.


The SoCoCare solution will be available as an integrated channel in the
inContact universal queue, enabling social interactions to be routed, skilled
and prioritized like any other contact center channel.This integrated
approach enables organizations to combine social cases with other
multi-channel interactions, optimizing agent workflow and contact
handling.For those organizations that are just starting out with a social
care approach, the inCloud SoCoCare solution will also be available as a
standalone offering.

"We are excited to partner with inContact, the cloud contact center leader, to
deliver an integrated social customer interaction solution for today's
demanding market," said Ed Margulies, COO and co-founder of SoCoCare. "The
combination of our leading-edge social interaction management offering with
inContact's cloud platform and universal queue technology provides a powerful
solution for contact centers that are taking a proactive approach to social
customer care."

SoCoCare was built from the ground up for the contact center. Highlights of
the inCloud SoCoCare offering include:

  Self-learning Spam Elimination – to ensure that agents receive only the most
  relevant and actionable social posts.The system automatically trains based
  on user input so it gets more accurate over time.

  Automatic Prioritization of Social Posts – automatically tags and
  prioritizes social posts based on attributes such as sentiment, influence,
  and topical relevancy, enabling enables agents to quickly respond to those
  interactions that matter most.

  Social Analytics – including powerful agent, workgroup and supervisor
  dashboards powered by rich data and business metrics to enhance social
  interaction effectiveness

  Author Search and Conversation Threading – provides a social author's
  interaction history, enabling agents to have intelligent context for
  customer response

Said Paul Jarman, inContact CEO, "With more than 1 million Twitter accounts
established in 2012, social media presents a host of new challenges for
today's contact center." Jarman concluded, "We are pleased to partner with
social care specialists, SoCoCare, to deliver a unique, cloud social offering
to help our customers effectively address this emerging customer interaction

The SoCoCare solution integrated with inContact will be available in late Q2.
The stand alone SoCoCare solution is available immediately.

Additional Information

  oSee the inContact/SoCoCare solution at Enterprise Connect booth #1920
  oVisit the inCloud Partner Showcase
  oFollow @inContact on Twitter:
  oBecome a fan of inContact on Facebook:

About SoCoCare
SoCoCare is part of the Hyfiniti portfolio of cloud-based customer care
offerings including InAppCare (Mobile Customer Care) and Hold-Free Networks
(Callback and Queue Management). SoCoCare products are developed to deliver a
more dignified customer service experience over social channels. The company
was founded by a group of contact center and cloud-offering professionals who
understand today's socially connected, smartphone savvy, and generally
demanding customer. Learn more at

About inContact
inContact (NASDAQ:SAAS) is the cloud contact center software leader, helping
organizations around the globe create high quality customer experiences.
inContact is 100% focused on the cloud and is the only provider to combine
cloud software with an enterprise-class telecommunications network for a
complete customer interaction solution. Winner of Frost & Sullivan 2012 North
American Cloud Company of the Year in Cloud Contact Center Solutions,
inContact has deployed over 1,300 cloud contact center instances. To learn

SOURCE inContact

Contact: Media Contacts, Cheryl Andrus,,
+1-801-320-3646, Pazia Dwyer,, +1-703-390-1514, Investor
Contact, Steven Pasko, Market Street Partners, +1-415-445-3238,
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