Cloud Computing Transforming Call Center Industry: Fifth Annual inContact User Conference Explores the Impact of Cloud Computing on the Customer Experience

SALT LAKE CITY – September 23, 2010 – The fifth annual inContact User Conference (ICUC) concluded today after four days of learning, networking and training designed to improve the overall call center experience. The event, which had a 23% increase in attendance over last year, explored the ongoing innovations in cloud computing and the way that inContact (NASDAQ: SAAS) is leading the cloud-based call center market.

“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. “We want to help our 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.”

Customer-Centric Keynotes Provide Actionable Business Strategies

inContact featured keynote speeches from industry leaders in call center technology and customer experience. The speakers entertained and informed the crowd with actionable insights and included:

  • Paul Jarman briefed the attendees on the current state of the call center industry and the expected changes the industry can expect over the coming years. As Jarman pointed out, the market will face more change in the next five years than it saw over the previous 15 years. He also briefed the attendees on inContact’s roadmap for the future and its upcoming innovations.
  • The audience laughed and learned with Chip Bell, founder of the Chip Bell Group, who specializes in helping organizations develop a cult-like following that creates dramatic business growth even in challenging economic times.  He had amazing insights into delighting customers by understanding, including, teaching, protecting and surprising them. In short, he outlined strategies to “take their breath away.”
  • "Customer experience transformist" Bruce Temkin, founder of the Temkin Group and former Vice President and Principal Analyst at Forrester Research, presented solutions for improving business results by providing long-term strategies and solutions for becoming more customer-centric.  He wowed the crowd with profitable tips on how to “accelerate the path to delighting customers.”

Thought-Leading Breakout Sessions

ICUC 2010 was full of forward-thinking business and technical sessions designed to improve the call center experience. The sessions featured thought leaders from all segments of the industry, including Verint Systems, Vanguard Communications Corporation, Knowlagent and ICMI, as well as innovative inContact customers. The sessions also featured  inContact customers, including Sitel, Activision, Graco, Williams-Sonoma, Extra Space Storage and many others. The sessions explored topics hot on the minds of call center managers and operators, including workforce and agent optimization, social media, Voice of the Customer (VoC), at-home deployment and self-service strategies.

Solutions Lab

The inContact Professional Services and Solutions Management teams came together in the Solutions Lab to help provide free advice to customer challenges and questions in a laid back, relaxing environment. The 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.

inContact Coder Royale

The best and the brightest developers came together for the challenge of the year – the inContact Coder Royale competition. The challengers engaged in a series of competitions to create custom scripts on the inContact platform. The winner, Kevin Carroll, showed his prowess at creating unique scripts, winning him the Coder Royale title, crown, trophy and $500.

Jarman concluded, “ICUC is the event I look forward to all year long, because it’s a chance to meet with many of our customers and hear about the challenges and opportunities in their call centers. 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.”

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

About inContact

inContact (NASDAQ: SAAS) helps call 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 call 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

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