European cloud now available from inContact

Frohe Wiehnachten from inContact — the company announced the availability of its European cloud!

Not an easy feat considering the agreement was made with Siemens Enterprise Communications just half a year ago. According to the company’s 10-Q filing, it had to borrow $2.5 million in October 2011 to finance the European cloud buildout (Siemens guaranteed the loan). With these data centers squared away and operational, inContact can look forward to the $5 million in the new year from SEN.

Kudos to the inContact team for pulling this off in a relatively short timeframe. Good things seem to be coming its way (e.g. the recent Verzizon partnership) along with more aggressive sales and marketing, so hopefully we’ll see a significant improvement in its income statement in the near term…

The inContact press release:

SALT LAKE CITY (December 7, 2011) – inContact (NASDAQ: SAAS), the leading provider of cloud-based contact center software and contact center agent optimization tools, today announced the availability of the company’s multi-million dollar build-out of its full European cloud network. The European cloud network features redundant data centers in Munich and Frankfurt, Germany, a replica of the best-in-class network in the United States.

The new European facilities will enable inContact to provide multi-national customers with regional access to cloud contact center applications to better serve local needs.  These capabilities include regionally-stored calls and contacts, broader language support for speech applications and data handling to comply with European data security regulations.

“We applied the best practices we have honed over the past several years in our US data centers to building a fully redundant cloud network and application environment in Europe,” said Scott Welch, inContact Chief Operations Officer. “These new centers greatly increase our ability to support European and multi-national customers, as well as our new and growing partnership with Siemens Enterprise Communications.”

The Frankfurt and Munich sites further enable multi-national customers to take advantage of a true “Follow the Sun” model, where the appropriate contacts are delivered to properly skilled and available agents regardless of geography or time zone. It offers a universal queue, combined with an intelligent contact distribution platform with global reach, to ensure that the right contact is always handled by the right agent, providing a consistent customer experience.

Concluded Welch, “As we continue to grow our international presence, we have a clear road map and winning technology approach that will enable us to quickly expand into other geographies.”

inContact Data Centers and Voice Gateways Map
Figure 1.1: inContact Data Centers and Voice Gateways Supporting Multi-National Business

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company’s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit

Additional Information
•    Learn about inContact international services
•    Follow @inContact on Twitter
•    Become a fan of inContact on Facebook
•    Read more about contact center best practices

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 here.)

inContact® is the registered trademark of inContact, Inc. All other marks are the property of their respective owners.


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