Articles
8 February 2012

inContact Services and Solutions Lead User Group Conference

by PR or News Wire

08 February 2012—

 inContact, Inc. (www.inContact.com), a market leader in on-demand contact center software and agent optimization tools, concluded four days of keynote speeches, educational breakouts and training at ICUC 09, the fourth annual inContact User Conference (ICUC). The conference, held in Salt Lake City, Utah September 14-17, had a 28 percent increase in attendance over ICUC 08. The attendees included customers from various industries, such as retail, financial services, media, automotive, high-tech and many others. Attendees were entertained and educated by several key sessions, including:

Paul Jarman, inContact CEO, opened the conference with highlights of the company’s vision and roadmap for the future. Jarman started the presentation with an overview of the development path of the next-generation platform. He also presented the growth plan for the Contact Center Coalition. Led by inContact, the Coalition creates alliances with leading specialized contact center solution providers to deliver solutions that improve the cost and quality of customer interactions. Jarman concluded with the company’s ongoing commitment to service for its customers.

Doug Lipp, an internationally acclaimed expert and author on customer service, leadership and global competitiveness, spoke about “The Magic of Exceptional Leadership, Teamwork and Service.” Drawing on his years with the Walt Disney Company Disney University and with an international consulting agency, Lipp helped the ICUC attendees discover the delicate balance to achieving great service between employees and customers.

At the inContact Early Morning Show, special guest emcee Frank Maylett, Executive Vice President, Sales, Marketing and Global Alliances, entertained the guests with interviews with special guests from Microsoft Dynamics CRM, Salesforce.com, AAA Life Insurance and TMS Health.

The inContact engineering and product development teams took a deeper dive into the inContact NG platform and its roadmap for the future. The presentation included a demo of the world’s first-ever fault-tolerant automated call distributor (ACD) and voice service SaaS solution.

The event featured a wide variety of breakout sessions on call center best practices, at-home agent deployment and specific courses about advanced contact routing and workforce automation. ICUC also featured an Interactive Lab where the company’s professional services and product development teams were on hand to consult with customers.

“I want to say thank you to the hundreds of customers and prospects that joined us for ICUC 09,” said Paul Jarman, inContact CEO. “This was our best year yet, and it is great to hear the voices of so many of our customers in one venue.”


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