Contact Center Solutions Featured Article

Avtex Releases Conference Details for 'Optimizing the Customer Experience'

October 20, 2011

Avtex, a provider of customer interaction optimization solutions, has announced plans for a conference that has been created specifically for Interactive Intelligence users entitled, "Optimizing the Customer Experience."

According to a press release, Linda Ireland, a partner of AVEUS, a global strategy and operational change firm, and Dr. Don Brown, CEO of Interactive Intelligence, will be the keynote speakers for the event, which is slated to take place today (Thursday) at the Sofitel in Minneapolis.

The User Conference was created to show participants how to use just released, innovative technologies to dramatically improve customer interactions. Ireland recently penned a book called “Domino,” which delves deep into how an improved customer experience can be leveraged by an organization to increase revenue earned.

"Ideally, contact centers need to move toward a model that links agents into the broader enterprise," Kim Erikson-Rosacker, senior VP of operations for Avtex said in a statement. "Effective customer experience strategies must effectively support cross channel customer interactions, including social and mobile users and their demand for 24/7accessibility. The User Conference gives us a chance to showcase the latest and greatest contact center technology solutions while giving customers a forum for collaboration with their peers."

"The effectiveness of an organization's customer experience is directly linked to its financial performance," Ireland added. "This is why businesses need to have a clear view of their target, or ideal customer experience. Those who take the time to create a target experience, then use it to inform company-wide goals, daily actions and performance metrics, will win. All it takes is a combination of motivation and discipline to produce the kind of customer experience excellence that will lead to profits."

Interactive Intelligence Customer Interaction Center (CIC) is a contact center solution that helps to streamline business operations and can fully support a remote workforce. In addition, the application offers a multichannel platform that has been tailored specifically for SIP and voice over IP (VoIP), the release stated.

"From day one, Interactive Intelligence has focused on contact center innovation and on helping businesses differentiate themselves by delivering customer service excellence," Brown concluded. "Today, I'm pleased to have the opportunity to join the Avtex team and their loyal customers in talking about the latest version of our product, Customer Interaction Center (CIC) 4.0, which features new levels of social media support, web portal integration and other enhancements."

Jamie Epstein is a ContactCenterSolutions Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC as a Web editor for ContactCenterSolutions. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Tammy Wolf