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The Amacore Group offers a range of healthcare options for uninsurable, underinsured, and uninsured consumers within its two national provider networks, Amacore Vision and Amacore Dental. The company selected inContact to consolidate disparate call center functions into one system. InContact provides an open architecture with customizable reporting, support for at-home workers, and true business continuity allowing real-time call rollover to Amacore's other call centers. Multiple locations act like one location while improving managerial control.
"The difference with inContact is night and day," said Gaston J. Fouche Jr., Amacore director of information technology. "The open architecture facilitated the integration with our proprietary back office application (L.I.S.A.), creating a single system to manage our multi-site call center business. Since inContact is hosted, we can easily route calls to our agents and call centers throughout the United States."
"Partnering with UCN is the single biggest thing we have done to improve our customer service with a major positive impact to our bottom line," said Bill Heneghan, Amacore chief marketing officer. "The functions we have developed with UCN create additional revenue streams for our company. We also have greater insight into our call center performance with real-time reporting, even at the remote agent level. We are creating the next generation of insurance agents."
Amacore benefits from the ease and flexibility of the inContact development tools in building custom applications and allowing the IT staff to react faster to company needs. "The inContact hosted model simplifies all call center functions, yet allows us the flexibility and control that we need," said Fouche. "The inContact platform is now the umbrella that covers and protects all of our locations. It is a complete solution to manage, monitor and ensure quality and consistent service for all our agents and call centers."
UCN CEO Paul Jarman commented: "UCN's inContact solution has enabled companies like Amacore to affordably implement telework programs for their contact centers. It is becoming increasingly critical for companies to turn to the work-at-home model to attract and retain quality agents while combating the continual rise in fuel costs and high agent turnover. UCN's ability to deliver call routing and agent performance tools for the remote worker responds to this growing concern in the marketplace."
About The Amacore Group
The Amacore Group, Inc. provides health-related membership benefit and insurance programs and other solutions to individuals, families, and employer groups in the United States. It offers discount vision programs to retail customers as well as markets its plan to health benefit providers. The company also provides a proprietary administrative system that supports call center management, agent distribution, and affinity marketing for various levels of product delivery and reporting. Its medical programs include Diamond Series and Discount Medical programs, Smarthealth Plus and Smarthealth Premier, and Eye Care International. http://www.amacoregroup.com.
About UCN
UCN, Inc. (NASDAQ: UCNN | Quote | Chart | News | PowerRating) 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.; The Amacore Group, Inc.
http://www.ucn.net
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