The Virtual Summit

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Best Practices in Engagement and Personalization – inContact

Thursday Mar 23, 12:00 PM – 1:00 PM EDT — Recording link

How to Do the Right Channels, and Do them Right!

How do you optimize the Omnichannel Journey? How do you empower your agents to personalize each customer interaction and provide immediate access to customer data? Which are the “right” channels, and how do you “do those channels right”? While there is not a one-size-fits-all answer to these questions, there are steps you cantake today to shape the Journey of the Connected Customer in your contact center environment.

Contact centers today handle more channels than ever before – and the list is getting ever longer. You still findyour customers sending emails or actually calling in, but now they also want to chat, send texts, expect you to handle social media messages, posts, and more. In this interactive presentation, we will look at three very different channels, and make suggestions how to best approach the omnichannel challenge for each one with a unified solution. Topics on the agenda include:

  • Good ol’ Voice. Why it is still important, how to optimize it, and when you really need it
  • Online Chat. This high-growth channel has its own pitfalls, here’s what to look for when planning your successful implementation
  • The “New” Kid on the Block. The when’s, why’s and how’s of Social Media


Annette Miesbach, Product Marketing Manager, inContact

Annette Miesbach Annette Miesbach, Product Marketing Manager, inContact
Annette is responsible for product related marketing activities of the inContact Customer Interaction Cloud. Her focus is on Omnichannel Routing, including the inContact Omnichannel Routing Engine and Self-service IVR, the inContact My Agent eXperience™ (MAX) Agent interface and the inContact Studio Visual Routing Designer. She is also responsible for the Open Cloud Platform, in particular the inContact APIs and the inContact Pre-built Integrations. Prior to joining inContact, she has held various positions in both Product Management, Channel Support and Product Marketing both in the cloud and premise contact center industry, adding around 15 years of overall contact center experience to the discussion.