SALT LAKE CITY, October 18, 2012 – The seventh annual inContact User Conference (ICUC) concluded last week after four days of learning, networking and training designed to improve the overall contact center experience. The event, which posted a more than 40 percent increase in attendance by customers, industry experts and partners compared to last year, established that cloud computing-based contact centers are becoming the norm, affirmed inContact's (NASDAQ: SAAS) leadership position in the market, and provided attendees with significant strategies to drive forward their businesses.
"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. “Smart contact centers are looking for a competitive advantage, and our powerful cloud portfolio helps them provide a differentiated service experience. ICUC continued the momentum following our recent recognition by Frost & Sullivan and Software Magazine’s Software 500 Award. With more than 400 attendees sharing their insights and customer-centric growth strategies on Facebook and Twitter, via breakout sessions and keynote speeches, this year’s inContact User Conference was more interactive and relevant than ever before."
Joseph Michelli Keynote a Conference Highlight
Acclaimed author, business consultant, and former radio show host, Joseph Michelli, Ph.D., was the featured conference keynote speaker and shared with ICUC attendees how to develop and maintain strong emotional and personal connections with customers. Through operational execution and the delivery of credible, unique, relevant and durable experiences, Dr. Michelli also discussed strategies to maximize customer engagement, loyalty and advocacy.
First Ever Customer Excellence Awards: Mojo
The inContact Mojo Award program celebrates excellence in customers’ organizations and recognized companies who strive to provide exceptional experiences even in the face of the changing customer landscape. This year’s winners included United Way Worldwide, Shaklee, Konica Minolta, Piedmont Natural Gas, Frontline Call Centers, HEB, KM2, Carsafe and DATACORE Marketing.
New and Expanded Thought-Leading Breakout Sessions
ICUC 2012 featured the largest number of customer-led breakout sessions in the event’s history, where they shared best practices on a variety of contact center issues and challenges. Highlighted sessions include:
- Building the Contact Center of the Future, featuring 1to1 Media and Frontline Call Centers
- Metrics and Data in Your Contact Center, featuring Volunteers of America, DATACORE Marketing and KM2 Solutions
- Voice of the Customer, featuring Avon, Commerce Bank, Piedmont Natural Gas and WellStar Health System, Inc.
- Hiring, Managing and Retaining At-Home Agents, featuring Frontline Call Centers, FamilySearch, AnswerX and Recyclebank
In addition to learning opportunities, ICUC 2012 also provided attendees with a chance to connect and exchange best practices outside of breakout sessions. Facility tours gave customers an insider look into how inContact works to develop leading cloud contact center solutions. The inContact Professional Services and Solutions Management teams also came together in the Solutions Lounge to provide best practices advice to customer challenges and questions in a laid-back, relaxing environment. Additionally, attendees had a chance to socialize and give back during the “Pack a Backpack” charity event to benefit Big Brothers & Big Sisters, where 1500 backpacks were assembled and donated to help children at risk.
ICUC 2012 was sponsored by Siemens, Verint, Customer Dynamics, Microsoft Dynamics CRM, BiznusSoft, RiverStar, 1to1 Media, CCNG, and Contact Center Pipeline.
- Read more about ICUC 2012 on the inContact blog: http://blog.inContact.com
- Follow @inContact on Twitter: www.twitter.com/inContact
- Become a fan of inContact on Facebook: www.facebook.com/inContact
inContact (NASDAQ: SAAS) helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contact 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.
Chief Marketing Officer