Web/Audio Conferencing Provider Selects UCN inContact for Customer Support Group

Business Wire, Feb 28, 2005

SALT LAKE CITY -- UCN Inc. (OTCBB:UCNN), a provider of on-demand contact center software and business telecommunication services delivered over the UCN national VoIP network, announced today that iLinc Communications Inc., a leading developer of Web and audio conferencing products, selected the inContact(TM) service solution to support its customer care agents located in two geographically dispersed offices. The inContact system will provide iLinc with a unified contact handling, reporting and monitoring system, helping the company cost-effectively improve the handling of each customer contact.

After growing through acquisition, iLinc now supports Web and audio conferencing products with operations spread across three facilities: Phoenix, Troy, N.Y., and Springville, Utah. The product support group in Springville was operating a PBX that didn't support more advanced features such as skills-based routing and call monitoring. Complicating the situation, each facility uses a different PBX system. The support team's goal is to be able to route all incoming calls to the right person the first time, no matter their location, and to be able to hand-off a call to another person in a different facility.

"We had two options," said Gary Moulton, iLinc's senior VP of Audio Services. "We could invest in a hardware solution, which is not only expensive but also very time consuming to implement, or we could look at an alternative. So we looked at a hosted solution. Going with inContact was an easy decision. They have to earn our business every month. With a hardware purchase, if it doesn't work the way you need it to after you have bought it, there's not much you can do."

The Springville facility was implemented in December 2004. The Troy location will be implemented in March. "The cut over to inContact went very smooth," said Moulton. "I was anticipating a lot more issues. All it took was sending one of our IT guys off to class for two days at UCN. When he came back, we rolled out to production within days. I can't imagine a roll-out that quick with a PBX vendor."

In addition to the skills-based routing, Moulton is very happy with the inContact automated recording features and the ad-hoc call monitoring feature. "I can login to inTouch (the inContact reporting/monitoring tool) and within seconds I can be listening to any one of the support calls currently in progress. The monitoring feature is extremely easy to use," he added.

About iLinc Communications

iLinc Communications Inc. (AMEX:ILC), based in Phoenix, is a leading developer of Web and audio conferencing products and services for collaborative online meetings, presentations and training sessions. iLinc's customers include such notable customers as EDS, Farm Bureau, Greenberg Traurig, Guardian Life Insurance, HP, IKEA, JPMorgan Chase, McKinsey Consulting, Office Depot, Pfizer, Qualcomm, Steelcase, the state of Oregon, United Airlines, U.S. Army, and University of New Hampshire. For more information: www.iLinc.com.

About UCN

UCN Inc. (www.ucn.net) is a provider of contact handling software services and business data and voice services, delivered over its national VoIP network. The inContact(TM) suite of products includes an integrated package of advanced contact handling, reporting and administration applications and inControl(TM), a unique, rapid application development tool.

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