Cloud Computing Transforming Contact Center Industry

SALT LAKE CITY (Sep 19, 2011) -- The sixth annual inContact User Conference (ICUC) concluded after four days of learning, networking and training designed to improve the overall contact center experience. The event, which was attended by more than 300 customers, industry experts and partners, explored the powerful opportunities that cloud computing creates for contact centers, and inContact's (NASDAQ: SAAS) ongoing leadership position in the market.

"Customer experience continues to be a key differentiator and competitive advantage for companies worldwide, and it's exciting to spend four days with our customers and learn together how they are leveraging the power of the cloud to enhance customer engagement, loyalty and satisfaction," said Paul Jarman, inContact CEO. "The thought-leading keynotes, breakout sessions and activities at ICUC provided new and insightful strategies to help our customers drive strategic, customer-centric change in their business."

Martha Rogers Keynote a Conference Highlight

Acclaimed author, business strategist, and a founding partner of Peppers & Rogers Group, Martha Rogers, Ph.D., was the featured conference keynote speaker and shared with ICUC attendees how customer trust leads to increased retention, profits and repeat purchases. Building customer trust takes a holistic approach from the entire company, but the departments on the frontlines of customer interaction, including the contact center, have the greatest stake and impact in the trust equation.

Thought-Leading Breakout Sessions

ICUC 2011 featured a large number of customers and inContact employees leading breakout sessions together, all focused around improving contact center operations and service experience, and leveraging the power of the cloud. The conference featured four types of breakout sessions: facilitated forums, workshops, expert sessions and technical sessions, including the following sampling:

  • Outsourcing Forum, featuring Sitel, Vector BPO, Epic Connections and Teleflora
  • Service Level Differentiation Forum, featuring Fused Solutions, Trimble and Instawares
  • Self-Service Forum, featuring Datacore Marketing, Graco and Open Methods
  • Social Media Forum, featuring CarSafe and the Utah Transit Authority

Hands-On Solutions Lounge

The inContact Professional Services and Solutions Management teams came together in the Solutions Lounge to provide best practices advice to customer challenges and questions in a laid-back, relaxing environment. The Lounge showcased recently released cloud portfolio enhancements, as well as demos of upcoming innovations, giving attendees an opportunity to test-drive new features.

ICUC 2011 was sponsored by SiemensVerintKnowlagentAstadiaSitelVector BPOPlus Consulting, and SpiceCSM.

 

Additional Information

About inContact

inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit www.inContact.com.

Safe Harbor Statement: The Private Securities Litigation Reform Act of 1995 provides a safe harbor for forward-looking information made on the Company's behalf. All statements, other than statements of historical facts which address the Company's expectations of sources of capital or which express the Company's expectation for the future with respect to financial performance or operating strategies, can be identified as forward-looking statements. Such statements made by the Company are based on knowledge of the environment in which it operates, but because of the factors previously listed, as well as other factors beyond the control of the Company, actual results may differ materially from the expectations expressed in the forward-looking statements. (For the complete statement, please click here.)

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