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The growing importance of customer service as a key brand differentiator can’t be ignored, and according to research by Deloitte, more than half of businesses view the service they provide through their contact centers as essential to keeping up with the competition.

Just as consumer technology has driven changes in customer behavior and preferences, contact center technology can help businesses adapt to the new normal. With this in mind, many companies are being attracted to the agility and flexibility afforded by cloud deployment models, and by the ability to gain access to the latest innovations without the huge upfront capital expense of on-premise software.

True-cloud technology can integrate with multiple backoffice systems, like a CRM platform, and adapt in real-time to data changes. This allows businesses to create effortless and exciting experiences for customers. Organizations are using what they know about their customers to shape and personalize service delivery, creating new ways of supporting their customers. Whether this is through the IVR, social channels or simply the telephone.

The latest advances in cloud contact center tech will be on display during the Call Center Week Conference and Expo. It’s happening June 28 and 29 at the Mirage in Las Vegas, and NewVoiceMedia is excited to be a part of it.

We’ll be setting up a booth in the Expo Hall’s Salesforce Pavilion to demonstrate how companies can combine our technology solutions to enhance their customer service and prospecting efforts through voice and multichannel. Stop by for interactive learning sessions, case studies and Q&As. Some highlights will include:

  • Remarks from Ryan Smith, product marketing manager for Salesforce Service Cloud
  • A case study on customer service innovation in government with the NASA Shared Services Center
  • Interviews on customer care that will be recorded and hosted by Jim Rembach of the Fast Leader Podcast
  • A Q&A with 2016 CCW Excellence Awards Best in Class Contact Center winner Liberty Utilities

Plus, the Expo Hall will be filled with book signings, games and prizes that you won’t want to miss.

View the Call Center Week Salesforce Pavilion agenda here, and learn more about CCW by visiting

For more insights on  why early adopters of cloud contact centers are racing ahead of their competition, check out “Cloud Contact Centers: What to look for and how to choose,” our white paper featuring research from Forrester.

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