UCN First to Offer Real-Time Call Center Benchmark Analytics

Salt Lake City, Utah - UCN, Inc., the leading provider of all-in-one, off-premises contact center technology services, today announced inContact/PeerCompare(TM), a real-time performance benchmarking service to be provided in conjunction with BenchmarkPortal(TM). PeerCompare(TM) enables contact center managers to compare their center's performance against that of other call centers in similar industries.

This unique service will enable participating inContact call centers to have their ACD (automated contact distribution) performance metrics automatically uploaded to the BenchmarkPortal database of best practice indicators. Submitted data is compared to other call centers in the same industry, then a gap analysis table is presented within the inContact real-time reporting tool. All individual data is kept in strict confidence by BenchmarkPortal.

This service is provided in conjunction with Dr. Jon Anton of the Center for Customer-Driven Quality(TM) at Purdue University. The Center has been collecting call center performance data since 1995. The data warehouse now contains data from over 35,000 call centers in 43 industries and 28 countries.

"Benchmarking performance in real-time allows call center managers to use their industry peers to help establish realistic performance goals," said Dr. Anton. "Why own on-premises technology when you can gain significant cost advantages and automatically, month-to-month, compare your performance improvements against your peers with the UCN hosted solution?"

UCN CEO Paul Jarman said, "With the addition of PeerCompare, inContact customers will be able to track best practice improvements and quantify the impact of deploying inContact. It also will help them to easily identify the components of their operations that will benefit the most from immediate improvement."

For pricing and availability information, companies and customers should contact a UCN sales representative.

About BenchmarkPortal(TM)

BenchmarkPortal is the custodian of Purdue University's Center for Customer-Driven Quality(TM) database of contact center performance metrics, the largest such database in the world. In 2005, BenchmarkPortal received U.S. Patent #6,877,034 for its unique methodology of call center performance evaluation through metric gap analysis. BenchmarkPortal provides industry reports, white papers, best practice studies for contact centers in the areas of operational metrics. For more information about BenchmarkPortal visit www.BenchmarkPortal.com.

About Dr. Jon Anton and the Center for Customer-Driven Quality(TM) at Purdue

Dr. Jon Anton (also known as "Dr. Jon") is an Adjunct Professor at Purdue University and the research director at the Center for Customer-Driven Quality at Purdue. The Center for Customer-Driven Quality was founded by Dr. Jon Anton at Purdue University in 1995. The Center focuses on industry-sponsored research and training in all aspects of customer service with a special emphasis on the customer contact center, including telephone, email, Web-chat, and Web self-service. Dr. Jon has assisted over 400 companies in improving their customer service strategy/delivery by the design and implementation of inbound and outbound call centers, as well as in the decision-making process of using a teleservices provider for maximizing service levels while minimizing costs per call. He has published 23 professional books and 126 papers on customer service and call center methods in industry journals.

About UCN

UCN, Inc. (OTC Bulletin Board: UCNN - News) is the leading provider of all-in-one, off-premises contact center software delivered over the UCN network, which supports both traditional TDM and VoIP connectivity models. Without purchasing onsite hardware or software, the inContact(TM) platform delivers network routing, skills-based contact distribution (ACD), sophisticated interactive voice response (IVR), call recording and monitoring, a breadth of reporting tools, workforce optimization, customer satisfaction measurement and contact flow customization tools. As an on-demand product, inContact customers pay a monthly fee based on usage. For more information about UCN visit www.ucn.net.