UCN hits the plateau

UCN, a provider of on-demand contact handling software and business telecommunication services delivered over the UCN national VoIP network, today announced a deal with Plateau Systems.

Plateau is a leading provider of software for developing, managing and optimizing organizational talent, and has implemented UCN inContact. Based in Arlington, Va., Plateau provides learning management systems and performance management software to Fortune 1000 companies and larger government agencies. Plateau’s suite of talent management solutions is designed to assist businesses in automatically tracking and delivering specialized training; assessing and managing employee skills and competencies; and improving employee development while increasing productivity.

As Plateau sees it, key to success is the firm’s customer service organization and guaranteed response times. In fact, at Plateau, there is a commitment to answer every inbound call within fifteen seconds and every email within fifteen minutes. Plateau recently found itself forced to upgrade in order to win new federal contracts. Thus UCN.

Under auspices of the agreement, UCN inContact will attempt to meet Plateau’s major demands, which include the ability to scale quickly; ability to create sophisticated, skills-based routing rules; support for a universal, multi-media queue; and access to detailed inbound/outbound response time statistics.

Plateau was actually introduced to inContact by Right Now Technologies, a UCN integration partner. The Right Now database currently handles Plateau’s incident tracking and customer information, while the UCN inContact system will now handle the front-end work.

Plateau Systems, founded in 1995, is a provider of adaptable web-based software for developing, managing and optimizing organizational talent to increase workforce productivity and business performance. Plateau software has been deployed by clients such as the American Red Cross, General Electric, the Internal Revenue Service, and Wendy’s International.

UCN is a provider of inbound and blended, hosted contact handling services. InContact includes an integrated suite of contact handling applications and reporting, monitoring, recording and administration tools.