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Transforming Customer Experience
with the Cloud

Date: Wednesday, March 16, 2016
Time: 2:00 pm ET/11:00 am PT
Duration: 60 minutes
Sponsored by inContact, hosted by Enterprise Connect and NoJitter

Customer experience is the new competitive battleground. Always-on customers have more voice and more choice than ever before. This new reality has made winning one-on-one interactions absolutely business-critical. And while the contact center is the driving force behind it all, many companies have not yet made the investment required to transform customer experience. Achieving your contact center’s unique customer experience goals requires investment into tools and processes the modern customers of today demand.

Transform Customer Experience with the Cloud by:
  • Enabling customers to connect any way they want
  • Providing the self-service alternatives customers are demanding
  • Bringing agent monitoring and training into an omnichannel world
  • Creating a framework for future Internet of Things-driven customer engagement
  • And more!
Join this webinar and see how it’s never been easier to amaze customers, empower agents, and achieve your customer experience goals.

Presenters:

Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

Scott McDonald, VP Customer Interaction Solutions, inContact

Scott McDonald joined inContact in January 2013 as Vice President of Technical Alliances. In May 2013 Scott became Vice President of the Product Solutions team with responsibility for guiding the inContact portfolio and vision. Scott has over 26 years of management experience in Enterprise software in the areas of Sales, Marketing, Business Development, Product Management and Development. Prior to working at inContact, Scott spent 10 years at Siemens Enterprise Communications where he was responsible for the Global Contact Center Business unit. Previous to Siemens Scott held executive positions at Netscape Communications, Oracle and Computer Associates. When Scott isn’t in Salt Lake City, he lives in Toronto, Ontario and enjoys time with his wife and daughter. Scott is a long distance runner and avid F1 fan.

Moderator:

Michelle Burbick, Associate Editor, No Jitter; Program Coordinator, Enterprise Connect

Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis of the enterprise convergence/unified communications industry. In addition to writing, editing, and managing No Jitter, Michelle also serves the role of Program Coordinator for its affiliated industry event, Enterprise Connect, the largest independent conference and exposition devoted to the enterprise communications industry.

Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector.