1st Advantage Credit Union Selects UCN inContact(R) for All 10 Branches

Hampton Roads lender consolidates sales and service operations using inContact(R) hosted skills-based routing, ACD and IVR solutions

SALT LAKE CITY and YORKTOWN, Va., April 15 (www.allCUnews.com) -- UCN, Inc. NASDAQ: UCNN, innovator of all-in-one, off-premises contact center software, today announced that 1st Advantage Credit Union implemented inContact(R) hosted ACD and IVR solutions and skills-based routing to reduce costs, increase customer satisfaction, and more efficiently handle calls for all of its branches. Using inContact, 1st Advantage has been able to improve its level of support for over 63,000 members without adding additional agents.

"We now cross train agents and with the same staffing usually required to handle six branches we can now support 10. All the calls go directly to the right agent via skills-based routing rather than through a switchboard operator," said Diane Davenport, consumer lending/contact center manager for 1st Advantage Credit Union. This has resulted in a significant decrease in hold-time and a reduction in dropped calls. "We saw an immediate seven percent reduction in abandoned calls," added Davenport.

"The multi-billion-dollar banking and financial services industry is a key strategic vertical for UCN," said Paul Jarman, CEO of UCN. "1st Advantage is yet another customer who has been able to integrate multiple offices and increase service levels without purchasing expensive equipment or hiring additional agents. UCN continues to provide our clients with innovative hosted technology solutions that give them competitive advantages in their market."

InContact replaced an on-premises PBX system that was limited to static call distribution and did not provide call routing overflow. "Our previous system was highly restrictive and offered only single-switch routing," explained Davenport. "We frequently experienced poor service levels and abandon rates approaching 10 percent. One group of agents would sit idle while another group had calls stacking up in queue. Not being able to transfer these calls to available agents in another department was catastrophic."

Accordingly, the company sought a cost-effective alternative to meet the desired service levels without incurring the expense of hiring additional agents. Davenport and her executive team researched PBX phone equipment, VoIP providers and back-end hardware suppliers and received proposals for equipment expenses as high as $150,000, not including monthly maintenance fees.

"In the phone business, technology changes by the minute," said Davenport. "We needed a solution that would always be current. With UCN we don't have to worry about costly, time-consuming upgrades; everything is always new and works well. Once we learned how inContact requires no capital expenditure and offers application scalability, I knew we'd found our complete skills-based routing solution."

UCN further helped 1st Advantage operationally, allowing them to creating a uniform contact center. "Rather than operating like two separate call centers, inContact allowed us to combine our loans and account information groups into a single organization, each attuned to its specific skills," said Davenport.

1st Advantage also utilizes the inbound and outbound call capabilities of inContact, recording and analyzing calls to improve agent effectiveness. "By utilizing the recording system we can observe first-hand what transpired during the call," said Davenport. "If a complaint comes in, we can identify what agent handled the call based on the member's phone number. This helps us maintain high levels of administrative control over our agents' performance, and we are able to rank the most qualified agents according to key criteria."

Davenport concluded that inContact allows agents to handle more calls with new levels of customer-responsiveness: "With the inContact IVR and on-hold options our customers can choose to wait to speak to an agent, have the system call them back when an agent is available, or choose to leave a voicemail. Our customers really appreciate these options."

About 1st Advantage Credit Union

1st Advantage Federal Credit Union, formerly Fort Eustis Federal Credit Union, is a grass-roots organization that has grown to an organization with assets over $500 million and approximately 63,000 members located around the world. To learn more about 1st Advantage Credit Union, visit http://www.1stadvantage.org.

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(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.)

Website: http://www.ucn.net/
Website: http://www.1stadvantage.org/