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inContact User Conference Attracts Record Number of Attendees This Year

October 18, 2012
By Amanda Ciccatelli, TMCnet Web Editor

Today, “the cloud” is one of the most talked about trends in the IT industry because it has caused such widespread impact on businesses around the world.  Over the past decade, organizations have been increasingly moving away from environments where data is centrally stored, and moved into distributed, more efficient virtualized environments because the cloud provides significantly more business benefits than traditional infrastructure.

Lately, it has become more and more apparent that moving contact centers to the cloud brings plenty of benefits by including tremendous cost-savings and minimizing the frequency of bad customer experiences, among many more.

After four days of learning, networking and training geared toward improving the contact center experience, the seventh annual inContact User Conference (ICUC) came to an end last week. At ICUC 2012, there was over a 40 percent increase in attendance by customers, industry experts and partners compared to last year’s event.

Today, cloud contact center software provider inContact helps contact centers around across the globe create profitable customer experiences through its innovative software. The company's solutions enable contact centers to operate efficiently, optimize the cost and quality of each and every customer interaction, create new pathways to profit and ensure customer-centric business growth.

"Customers have come to expect to interact with companies in a multitude of ways– whether it's over the phone, via social media, or through a company's website – and the bar has been raised for contact centers," said Paul Jarman, inContact CEO, in a statement.

ICUC 2012 established that cloud computing-based contact centers are becoming the norm nowadays, affirmed inContact's SAAS leadership position and provided attendees with new strategies to drive business growth.

"Smart contact centers are looking for a competitive advantage, and our powerful cloud portfolio helps them provide a differentiated service experience,” added Jarman.

Joseph Michelli, Ph.D., author, business consultant and former radio show host, was the keynote speaker and shared how to develop strong personal connections with customers. Through operational execution and the delivery of unique experiences, Michelli discussed strategies to maximize customer engagement, loyalty as well as advocacy.

ICUC also featured the largest number of customer-led breakout sessions in the event's history, where they shared best practices about contact center issues. Some key sessions included Building the Contact Center of the Future, Metrics and Data in Your Contact Center, Voice of the Customer, and Hiring, Managing and Retaining At-Home Agents.

In addition to learning opportunities, ICUC provided attendees with a chance to connect and exchange best practices outside of sessions.

The bottom line is that migrating your contact center to the cloud will bring your business a great deal of benefits, and inContact may be the right cloud contact center software provider for you.

Edited by Brooke Neuman

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