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inContact Explores the Impact of Cloud on Customer Experience

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October 15, 2010

inContact Explores the Impact of Cloud on Customer Experience

By Rajani Baburajan, TMCnet Contributor

inContact, a provider of on-demand call center software and call center agent optimization tools, announced the conclusion of the fifth annual inContact User Conference.

The event provided attendees with an opportunity for learning, networking and training to improve the overall call center experience, according to company officials. It also explored ongoing innovations in cloud computing and the way that inContact is leading the cloud-based call center market.

The Solutions Lab provided free advice to customer challenges and questions. The event lounge showcased the recently announced  predictive dialer, quality monitoring and screen recording solutions, as well as demos of upcoming releases and innovations on the platform, giving attendees an opportunity to do hands-on tests of new features.

The event also provided inContact with an opportunity to meet their customers and identify the challenges and opportunities in their call centers.

"It was exciting to see how cloud computing is really moving the market today and to meet with our amazing customers to see how the movement is impacting their call centers," said Paul Jarman, inContact CEO, in a statement.

inContact, according to Jarman, is trying to help customers become superheroes in their call centers. “The thought leading keynotes, breakout sessions and activities at ICUC helped provide them with the skills, strategies and solutions to enact strategic change in their business.”

Keynotes delivered by industry leaders provided actionable insights to audience.

Jarman briefed the attendees on the current state of the call center industry and the changes the industry can expect over the coming years. According to Jarman, the call center market will face more change in the next five years than it saw over the previous 15 years.

Other notable speakers at the event were Chip Bell, founder of the Chip Bell Group; and  Bruce Temkin, founder of the Temkin Group and former vice president and principal Analyst at Forrester Research (News - Alert), who is also known as "Customer experience transformist"

ICUC 2010 was enriched with forward-thinking business and technical sessions designed to improve the call center experience.

The sessions were also attended by inContact customers, including Sitel, Activision (News - Alert), Graco, Williams-Sonoma, Extra Space Storage and many others. These sessions focused on topics like workforce and agent optimization, social media, Voice of the Customer or “VoC,” at-home deployment and self-service strategies.

Finally, the attendees participated in inContact Coder Royale competition. The challengers engaged in a series of competitions to create custom scripts on the inContact platform. Kevin Carroll won the competition for his unique and powerful scripts, with Coder Royale title, crown, trophy and $500.

“We learn a lot from our customers, and with the flexibility of our cloud-based solution, we can come back to them over the course of the next year with new innovations that continue to meet their needs,” Jarman concluded.

ICUC 2010 was sponsored by Siemens, Verint (News - Alert) Systems, Listen Up Espanol, Astadia, Simplify, Language Services Associates and Gryphon Networks.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Juliana Kenny

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