UCN Inc. on Tuesday announced a partnership with MetTel Inc. (Metropolitan Telecommunications), in which the two companies will interconnect their respective networks, enabling MetTel to sell UCNs inContact application services to its customer base.
MetTel customers will gain access to network-based contact-handling capabilities that improve customer contact quality and rep productivity, without the associated costs of installation, integration and maintenance of on-site software and hardware.
This is not the first relationship between the two companies. In June 2005, UCN announced that MetTel had selected inContact to support its own internal customer care operation, located in two geographically dispersed offices. The inContact system provides MetTel with a unified set of contact handling and management tools, helping the customer care teams hit their target service-level numbers while decreasing overall operational costs. Again, in December 2005, UCN and MetTel were in the news, when MetTel avoided a business interruption situation due to the New York City transit strike. The morning of the strike, inContact enabled MetTel to implement its disaster recovery plan and seamlessly route service calls to the homes of 50 percent of the customer care team.