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More on Contact Centers in the Cloud

The synergies between cloud-based contact center and cloud-based experience management.

Oct 14, 2010 | 11:17 PM | 

By Sheila McGee-Smith
Nojitter

Earlier this week I wrote about how cloud-based services were a major theme at this year's Interactive Intelligence Partner conference. In the second half of the week, I attended RightNow's annual user conference. In 2007, RightNow made the decision to stop offering perpetual licenses and concentrate on being a software-as-a-service provider. Known then as a CRM vendor, today CEO Greg Gianforte prefers the term Customer Experience software company. The company has solutions for web, social and contact center experience management.

With the attention that on-demand contact center solutions are getting, it’s not surprising that vendors in that space are quickly partnering with RightNow and its competitors, like salesforce.com, to offer consolidated software-as a-service story. On the heels of exhorting his partners to talk to customers about CaaS for every deal, Interactive Intelligence CEO Don Brown left his meeting to fly to the RightNow conference to be one of its keynote speakers.

Interactive Intelligence is not alone in thinking that customers who are have already made a SaaS-based CRM choice might be prime prospects for SaaS-based contact center solutions. Other on-demand and outsource contact center solution providers sponsoring the RightNow Summit included Convergys, five9, Teleperformance, Transera and LiveOps.

In the video below Paul Lang SVP of LiveOps talks about why his company was a sponsor of RightNow's conference and what he believes the synergies are between cloud-based contact center and cloud-based experience management.



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