UCN Supports Multi-Country/Multi-Site Call Routing Challenge for Spanish-Language Direct Response Business.

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 Global Telesourcing LLC, a leading, U.S.-based call center service provider to Spanish-speaking markets, has been a UCN inContact customer since July 2004. During that period, the company experienced a 50 percent growth rate, quarter-over-quarter, and the call handling solution GT configured using UCN products was scalable and flexible enough to accommodate that growth.

Global Telesourcing (GT), founded in 2003, with headquarters in Alexandria, Va., operates multiple call centers located in South America. GT offers comprehensive, low-cost Spanish-language customer care, sales, and technical services to businesses looking to deliver top-quality customer response to their Spanish-speaking audiences. In two short years, the company has grown to lead the market in Spanish-language, direct response, inbound call center services. GT's call center facilities represent a 2,000-seat capacity, across multiple call center locations, largely in Argentina. These centers are state-of-the-art, offering all the benefits of high-quality, domestic call center, for less than half the cost.

As a new business, GT was seeking to create a telecommunications infrastructure that would enable the company to handle several thousand simultaneous calls at a competitive cost for its clients. "We were looking for a technology partner that could provide us with a cost-effective solution, yet still enable us to do what we wanted to do," explained Bill Colton, president, Global Telesourcing. Working with UCN telecom products and the inContact on-demand call handling services, U.S.-based customers call a U.S. toll-free number in response to an advertisement. The inContact system holds the calls in the U.S., then routes each caller to the next available, skilled agent at one of several South American call centers, without a busy signal and transparent to the caller.

One of GT's first challenges came when it was competing for the business of the largest U.S.-based, Spanish-language, direct advertiser. This company heavily promoted its products on a leading Spanish-language TV variety show. Their products would be endorsed by the wildly popular celebrity host of the show. Prior to GT getting involved with this opportunity, the advertiser had estimated total inbound volume at 1,200 calls per night. Using the UCN system, GT was not only able to handle all inbound calls -- never producing a busy signal to a caller -- but, according to Colton: "We confirmed that the spots were actually generating close to 4,000 calls per night -- three times expectations. This direct response company was skeptical and did triple due diligence on our telecom infrastructure before we got the deal."

Business Benefits

"The UCN solution," explained Colton, "gave us a cost-competitive call handling system that could deal with the complexities of massive call spikes and transcontinental transfer requirements, without sacrificing voice quality or producing busy signals. This solution enabled GT to unlock the superior quality of a native Spanish-speaking, highly qualified labor market in South America, without the telecommunications costs becoming prohibitive."

To duplicate this solution using onsite PBX equipment would have been cost-prohibitive in terms of circuit bandwidth, T1 cards for the PBX and system integration to enable multi-site support, due to the need to scale up and down on short notice. For instance, one weekend in November, UCN carried 1,200 simultaneous calls for Global, utilizing 800 inContact ports. A few months prior, Global needed only 40 ports.

About Global Telesourcing LLC

Global Telesourcing is a U.S. company that offers comprehensive Spanish-language customer care and sales solutions, as well as technical support, to businesses looking to deliver top-quality services to their Spanish-speaking audiences. Our programs are distributed over an established network of best-in-class, Customer Operations Performance Centers (COPC)-certified domestic and offshore providers. For more information on Global Telesourcing visit www.globaltelesourcing.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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