Georgia Department of Revenue Moves Contact Center Operations to the inContact Cloud


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Strategic Software Implementation will Optimize the Citizen Service
Experience while Saving Taxpayer Dollars

SALT LAKE CITY – October 22, 2013 – inContact (NASDAQ: SAAS), the leading
provider of cloud contact center software and contact center agent
optimization tools, today announced that the Georgia Department of Revenue
has selected inContact to help improve the customer service experience for
state residents while reducing operational costs. With eleven regional
offices and 500 agents, the Georgia Department of Revenue has five core
servicing divisions – taxpayer services division, local government services,
compliance division, office of special investigation and motor vehicle
services division.

As the principal tax collecting agency for the State of Georgia, the
organization must scale to meet dramatic fluctuations in call volume,
ranging from 500 calls a day during slower months to up to 5,000 calls a day
during tax season. The previous premise-based system required the agency to
hire temporary workers in times of peak demand. With inContact’s advanced
call routing, the Department of Revenue can route calls across its eleven
regional locations during periods of high activity, maximizing existing
personnel resources and reducing costs related to onboarding temporary

“We needed a contact center solution that could keep pace with the rhythm of
our operations, while offering citizens more efficient ways of accessing the
information they need,” said Michael Long, Chief Information Officer at the
Georgia Department of Revenue. “Moving to the cloud with inContact was a
no-brainer because the solution scales as our needs evolve, and provides our
agents with the latest tools they need to be most effective.”

Georgia Department of Revenue contact center agents now have access to
advanced service features including automatic call-back so customers have
the option of not having to hold for the next available agent. The agency
will also leverage inContact’s workforce management suite to effectively
forecast customer demand, manage, and schedule staff, and is exploring the
use of inContact’s recently released Supervisor On-the-Go iPad app.
Currently prioritizing voice and fax functions, the organization is
exploring other multichannel services, such as chat and mobile, for the

“Government agencies across the country are dealing with harsh budget
realities, and yet citizen service expectations are at an all-time high,”
said Paul Jarman, CEO at inContact. “For a service-heavy organization like
the Georgia Department of Revenue, a cloud-based approach to contact center
operations can help meet rising demand while saving taxpayer dollars.”

Additional Information
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About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software leader,
helping organizations around the globe create high quality customer
experiences. inContact is 100% focused on the cloud and is the only provider
to combine cloud software with an enterprise-class telecommunications
network for a complete customer interaction solution. Winner of Frost &
Sullivan 2012 North American Cloud Company of the Year in Cloud Contact
Center Solutions, inContact has deployed over 1,300 cloud contact center
instances. To learn more, visit

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