UCN's Professional Services team is an invaluable resource for helping your organization get the most out of inContact. If your own IT department just doesn't have time to meet an important deadline or your staff hasn't yet been fully trained on inContact, Professional Services is here to help. Our Professional Services team is responsible for building the initial call flows every time a new customer is turned up, but we can also assist existing inContact customers in a variety of ways.

CUSTOM WEB SOLUTIONS MAKES INCONTACT EASY TO MANAGE

InContact's inControl application has always enabled customers to build powerful call-flow solutions, but until now there hasn't been a way to empower business users to make call flow changes based upon information stored in a database. Web Solutions enables UCN to build custom browser-based web pages that can be used to modify the behavior of your inContact flows. Instead of waiting for your technical team to make a simple script change, you can access a web portal where you make changes how and when you want.

Our Web Solutions tool is ideal for call flows that are dependent upon data stored in an inContact database. For example, a store locator IVR may prompt the caller for a zip code which is then queried against a master list of stores. The query finds the relevant information about the closest store such as the store name and address. The IVR then plays back the name and address of that store to the caller. In this case, Web Solutions provides a website where you can add, change, and delete stores. If a new store is opened, you can update the call flow information yourself by adding it into the administrative web site. The behavior of the call flow is instantly changed without ever having to open inControl.

While the Web Solutions tool isn't for everyone, it is a priceless feature for those organizations that need to be able to make dynamic call changes at a moment's notice. Here are some other examples how Web Solutions can give you control over your call flows:

* Make changes to hours-of-operation, holidays, or special events
* Manage employees in a dial-by-name directory for an automated attendant
* Configure percentage-based routing for various telephone numbers in a call flow
* Redirect incoming callers to the appropriate "on call" employee
* Display a real-time call queue that includes custom information (such as the caller name, priority, account balance, etc.)

Call Flow Development

With InContact's inControl application, UCN's Professional Services can quickly and effectively create a broad range of solutions that address almost any customer interaction situation. We can upgrade your existing call flows or build entirely new applications to meet the changing requirements for your organization.

Consulting

Do you want to build your own call flow solution and just need a little guidance? One of our Professional Services Engineers can walk you through the process, itemize the pros and cons of various implementations, and point you to the most relevant features of inContact that will help you meet your objective. We will help you understand the technical capabilities of the inContact solution so you can spend your time solving problems rather than learning through trial-and-error.

Report Development

CallDetail Reports

InContact's CallDetail application is a great way to retrieve data that can be imported into your own corporate database. While we have included the most common reports, sometimes a canned report just won't include the unique information you need to manage your organization. We can alter current reports or build entirely new reports based on business-specific data fields that are individualized for your organization.

Custom Reports

InContact's inTouch application includes a set of reports under the "Custom" menu that presents historical data in an attractive, easy-to-print format. Like CallDetail reports, inTouch includes the most commonly requested reports as a default in the tool. If you need additional fields or entirely new reports, we can create these reports and make them available to your staff through the inTouch interface.

On-site Visits

We always recommend that our customers come to UCN to receive product training, but sometimes there is no substitute for having an expert come to you. We can send a Professional Services Engineer to work with you at your facility to refine and optimize your inContact implementation. Our on-site visit often includes a mix of call flow development, environment evaluation and training. The engineer can provide instruction on how to develop call flow solutions, how to access and interpret reports, fully train your agents, and address the overall technical capabilities of the inContact platform.

UCN Recognized for Outstanding Innovation

SALT LAKE CITY - June 19, 2008 - UCN, Inc. (NASDAQ: UCNN), innovator of all-in-one, on-demand contact center software for intelligent contact routing and agent improvement, reported that Technology Marketing Corporation's (TMC) Communications Solutions (www.tmcnet.com/comsol) has named inContact Product of the Year.

"UCN has been recognized with a 2007 Product of the Year Award for their excellence in the advancement of voice and data communications," said Rich Tehrani, TMC president and group Editor-in-Chief of Communications Solutions. "UCNcontinues todemonstrate they are committed to quality and excellence in contact center solutions that benefit the customer experience, loyalty and ROI for the companies that use them."

The inContact platform offers all the major point solutions required to run an enterprise-grade contact center with pre-integrated components for multi-site and at-home workers. The product suite was expanded in 2007 to offer agent performance optimization tools including candidate screening, desktop learning, post-contact customer surveys, workforce management and graphical reporting.

"This is our third recognition this quarter," said Paul Jarman, UCN CEO. "It reinforces what the industry experts and our customers are saying: that the inContact software-as-a-service platform is the most effective way to manage the contact center."

The eighth annual Communications Solutions Product of the Year Award recognizes vision, leadership and attention to detail. The 2007 Product of the Year Award winners can be found on the Communications Solutions website.

About TMC

Technology Marketing Corporation (TMC) is an integrated global media company helping clients build communities in print, in-person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. TMC is the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC's Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by nearly one million US visitors according to Quantcast and by over three million unique visitors each month worldwide, according to Webtrends. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO, Call Center 2.0 Conference and Communications Developer Conference.

About UCN

UCN, Inc. (NASDAQ: UCNN) is an innovator of software as a service (SaaS) applications for multi-site contact centers and distributed 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 delivers 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.