ClearPlay Delivers High Quality Customer Service With inContact From UCN24 October 2005
UCN, Inc. (OTC Bulletin Board: UCNN - News), a provider of on-demand contact handling software and business telecommunication services delivered over the UCN national VoIP network, announced today that ClearPlay, Inc., a developer of advanced parental control technologies for consumer electronic products, uses the inContact(TM) call handling system and its sophisticated set of reporting, monitoring and recording features, its call routing functions and its low impact on the company's IT infrastructure to support customer service and sales.
ClearPlay, founded in 2000 in Salt Lake City, develops filter technologies that enable consumers to skip and mute over graphic violence, sex, nudity and profanity when playing movies on various consumer electronic products, such as DVD players and digital video recorders. As a fast growing company, ClearPlay wanted to conserve cash yet provide a high level of service to its customers and prospects. The company considered outsourcing its customer service, but decided it could control the customer experience more effectively if it managed this function in-house. "Delivering high quality customer service is part of our business plan," explained Adam Reader, manager of Filter Development and Customer Service for ClearPlay.
Reader had been in the customer service business for over eight years. Prior to ClearPlay he had worked for one of the largest telemarketing outsourced companies in the world, Teleperformance, and had managed operations ranging from 5 to 20 call centers. "I knew what was possible," he said, "but I also knew at ClearPlay I didn't have the budget or the technical staff to maintain such a system onsite."
Instead of installing a PBX, ClearPlay chose inContact as its call handling system for tech support, customer service and sales. It is configured to skills-based route inbound calls to the technical and sales team, and to load level the general customer service calls, so that no single person gets too many of the inbound calls. What really got Reader's attention, though, were the sophisticated reports, monitoring and recording tools available for training purposes.
Business Benefits
ClearPlay uses the call recording features for more than just training purposes. Reader shares recorded customer complaints and requests with the management team to drive product enhancements and development. When asked about implementation, Reader replied it was a "turn key" process. "The (inContact) system just works without me having to get our IT guys involved. I can't remember a time from my previous experiences that we didn't go down at least once or twice a week. Being from the call center world, I can say, after using inContact for over a year and a half, this is the best system I've ever used."
About ClearPlay
ClearPlay develops advanced Parental Control technology embedded in consumer products, offering up to 14 different filter settings that filter violence, sexual content, and profanity on any purchased or rented DVD movie while it is playing. For more information, visit www.ClearPlay.com.
About UCN, Inc.
UCN is a provider of on-demand contact handling application services and business long distance service delivered over its national VoIP network. The inContact(TM) application suite includes an integrated package of advanced contact handling, reporting and administration applications, and inControl(TM), a unique, rapid application development tool. For more information on UCN visit 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.
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Source: UCN, Inc.
Source: PR Newswire
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