SALT LAKE CITY, April 9, 2008 /PRNewswire-FirstCall/ -- UCN, Inc. (Nasdaq: UCNN), innovator of all-in-one, off-premises contact center solutions announced today that a premiere national non-profit patient-advocacy organization, Patient Advocate Foundation (PAF) signed a one-year agreement to use the UCN inContact(R) solution across six U.S. sites as well as home-based agents.
Patient Advocate Foundation performed a thorough search and determined that inContact(R) was the exact solution it needed. The foundation's Chief Operating Officer, Fran Castellow, described inContact as "the ideal solution we were looking for ... we did not want to cobble together a number of other systems. We were skeptical a comprehensive system existed in the real world -- but it does, in the form of UCN inContact."
PAF initially sought a telecommunications solution to enhance the customer service provided through its popular Co-Pay Relief Program, which provides up to $5,000 to offset pharmaceutical co-payments for patients who medically and financially qualify. "There is extraordinary demand for Co-Pay Relief," said Castellow. "The volume of calls from individuals interested in the program was so great that it pushed our phone system we were then using to its maximum capacity. We realized it didn't make sense -- financially or otherwise -- for us to bring an additional level of hardware infrastructure into our operation."
The inContact solution has given PAF the ability to connect remote offices into a singularly smooth operation. "With our previous system, we weren't able to effectively bring offsite staff into the queue," said Castellow. "InContact allows us to integrate and manage all of these disparate parties without a hitch."
"InContact has enhanced our ability to serve our customers nationwide more effectively," added PAF's Chief Program Advocate, Beth Damley. "We have extended our business hours from 8 a.m. to 8 p.m. Eastern, and our partners absolutely love it. We tried it unsuccessfully in the past, but inContact made the difference in helping us expand our direct service to patients, by serving the needs of patients in every U.S. time zone during their preferred hours."
"Patient Advocate Foundation's experience illustrates yet another tremendous example of how national organizations can utilize the inContact solution from UCN to integrate remote offices and increase service capabilities without expensive infrastructure," said Paul Jarman, CEO of UCN. "UCN is achieving its goal to provide our clients with innovative hosted technology solutions that help them achieve new levels of efficiency and customer satisfaction."
About Patient Advocate Foundation
Patient Advocate Foundation (http://www.patientadvocate.org) is a national non-profit organization that serves as an active liaison between the patient and his/her insurer, employer and/or creditors to resolve insurance, job retention, and/or debt crisis matters relative to his/her diagnosis through case managers, doctors and healthcare attorneys. Patient Advocate Foundation seeks to safeguard patients through effective mediation assuring access to care, maintenance of employment and preservation of financial stability.
UCN (NASDAQ: UCNN) is an innovator of software as a service (SaaS) applications for multi-site contact centers and distributed workforces. The UCN inContact(R) 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 http://www.ucn.net.
Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click to: http://www.ucn.net/safeharbor.)
|SOURCE UCN, Inc.|
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