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Interactive Softworks Leads Expert Panel and Roundtable Discussion at ATA’s 6th Annual Call Center Technology Forum

Leesburg, Va., May 10, 2010

Executives from Interactive Softworks led discussions about customer engagement via smart technology and multichannel customer self-service at this year’s 6th Annual Call Center Technology Forum & Supplier Expo for the American Teleservices Association’s (ATA) New York Metro Chapter. The day-long event was attended by nearly 100 contact center and technology executives at Cisco Systems’ New York offices.  

This year’s Call Center Technology Forum focused on preparing for expansion into new communication channels, the move to subscription-based and hosted technology offerings, and the idea of enabling collaboration both within the contact center itself as well as directly with customers. Technologies discussed in detail included customer interaction analytics, multimedia/multichannel customer engagement, software-as-a-service, and social media success strategies.

Interactive sales executive, Anne Nagle, led a roundtable discussion that examined how organizations can effectively leverage the right technology and make the most of multichannel communications to engage customers and encourage loyalty. As customers expect more than ever from the organizations with which they do business, customers are also increasingly frustrated with poor service, inconsistent information and many companies’ inability to treat customers as individuals. Making the issue even more complex is the growing number of ways businesses and customers are interacting – including voice, text, web, email, Facebook, Twitter and more. By implementing the right technology, contact centers can increase customer acquisition, improve retention and strengthen loyalty.

Interactive’s vice president of business development, Fred White, also sat on a panel of experts that provided thought leadership about customer self-service best practices, including how best to keep customers satisfied and engaged across the ever-growing range of customer interaction channels. Attendees – including representatives from leading industry experts like Cisco, Avaya, Verint and Angel.com – were very receptive to Interactive’s message of building relationship architectures in order to meet the demands of today’s multichannel customer enablement, as well as setting themselves up for success in the future as even more ways to interact with customers emerge.

“Interactive is pleased to have had the opportunity to participate in the Call Center Technology Forum, and share ideas and experiences that can help call centers more actively engage their customers,” said Brent Farmer, CEO and founder of Interactive Softworks. “As it becomes more competitive to win and retain customers, and as customers continue to expect an even greater business experience, it is more important than ever that call centers make the most of the technologies they already have and continue to explore new technologies that will promote superior customer engagement.”

About Interactive Softworks

Interactive Softworks improves the way organizations engage customers by synchronizing critical real-time data with back-end processes and driving individualized customer interactions across multiple communication channels (voice, Web, IVR, chat and social media). Interactive's solutions represent the next step in Business Process Management (BPM) and Customer Relationship Management (CRM) systems, enabling smarter and more consistent customer experiences that leverage partner and market-driven opportunities. Today, Interactive Softworks optimizes business performance and delivers successful customer acquisition, loyalty and retention campaigns for innovative Fortune 500 companies. For more information about customer engagement and Interactive Softworks, visit www.interactivesoftworks.com or call 703-669-2800.

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Key Resources

• A New Model for Customer EngagementLearn about the 6 steps every company needs to take for effective customer engagement.
• Customer Success StatisticsHow effective engagement helps you get and keep more customers.
• Special Technology Initiative?Tell us more about your project.