North Carolina Vacation Home Realty Firm Chooses inContact to Manage Inbound Toll-Free Calls.

SALT LAKE CITY -- UCN Inc. (OTCBB:UCNN), a provider of on-demand contact handling software and business telecommunication services delivered over the UCN national VoIP network, announced today that Seaside Vacations of North Carolina has implemented the UCN inContact call handling suite of applications to unify its four business offices under one common call handling system.

Seaside Vacations, founded in 1990 and with headquarters in Kitty Hawk, N.C., operates four realty offices in North Carolina, managing over 324 mid-range to luxury vacation homes in the Outer Banks area. Prior to implementing the UCN solution, Seaside outsourced the handling of its 25 inbound toll-free numbers to a call center service. Gordon Jones, president, Seaside Realty, had been investigating various VoIP solutions with the goal of taking that function in-house during office hours to better manage the customer contact experience and his call handling costs.

"With the UCN inContact solution," said Jones, "we were able to supplement our existing Nortel PBX with inContact ACD (automated call distribution) capabilities, manage our on-hold calls in the network, and route inbound calls to specific functional groups." Seaside designed their system so that 25 toll-free numbers get routed to specific skill groups, such as new reservations, existing reservations or property owner services. "The inefficiencies of our old PBX and hunt group technology kept us from effectively handling our call volume and prevented us from sending calls to at-home workers. Today we have a much lower abandonment rate, shorter hold times, and quicker response times because calls are routed to the next available individual within that skills group, no matter where that person is located -- at home or at one of our four offices."

According to Corran Ashby, business development executive with MABC, a systems integration firm and UCN Sales Partner that supports Seaside: "We started coding the solution on Monday, finished it on Tuesday, tested it on Wednesday and Thursday and implemented it on Friday. In one business week we had Seaside up and running. They took 758 calls during a three-day period shortly after the system went live." Added Ashby: "If we had tried to build this solution using traditional, PBX equipment, it would have taken three weeks or more to bring this application up. Because the inContact application development tool is considerably less complicated than that which comes with a PBX, building new applications in inContact happens quickly."

Business Benefits

Among the business benefits that Jones is getting from his inContact system is the ability to scale up quickly to meet peak season requirements, then scale down when peak season is over. "InContact also enables us to track and manage the performance of the call handling group, using real-time and historical reports," said Jones. "And I now know the conversion percentages of each of my sales people -- meaning the number of reservations they produce as a ratio of the total number of calls they handle. And with real-time views on who is logged in and who isn't, versus the number of calls in queue, we have a tool that helps us manage employee accountability and staffing needs." And, according to Jones, he's also pleased that he didn't have to purchase an expensive piece of on-site phone hardware to gain access to these features, which means his business does not have to worry about hiring a technical person to manage that equipment and keeping the hardware and software updated.

About Seaside Vacations

Seaside is a North Carolina-based, realty business specializing in mid-range and luxury vacation home properties located in the Outer Banks area of North Carolina. For more information on Seaside visit www.seasiderealty.com.

About MABC

Mid-Atlantic Business Communications Inc. (MABC) of Portsmouth, Va., was founded in 1990, and became a UCN reseller of inContact(TM) in September 2004. With 70 people located in four offices in Virginia and West Virginia, MABC services a national customer base, offering integration services for Avaya and Nortel telecommunications solutions as well as UCN products. For more information on MABC visit: http://www.mabc.com.

About UCN Inc.

UCN is a provider of on-demand contact handling application services and business long distance service delivered over its national VoIP network. The inContact(TM) application suite includes an integrated package of advanced contact handling, reporting and administration applications, and inControl(TM), a unique, rapid application development tool. For more information on UCN visit www.ucn.net.

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