The Motley Fool Previous Page

Customer Service Moves to the Cloud

Roger Friedman
April 29, 2011

Back in the heyday of Guitar Hero, Activision received 85,000 calls during the holiday season to a customer service department that was equipped to handle only 24 calls at a time. Activision made a call of its own to inContact (Nasdaq: SAAS  ) , setting up an emergency mid-holiday upgrade to inContact's cloud-based, scalable-on-demand call center platform, and let thousands of customers quickly return to their Guitar Heroism.

Today, inContact is riding twin waves: Corporate America now views customer service as a competitive differentiator, and cloud computing has ever-increasing acceptance, according to inContact CEO Paul Jarman, who overcame a nasty-sounding cold to chat with me yesterday.

For decades, large companies would pull hundreds of customer service representatives into a large call center and pay for expensive equipment from companies such as Nortel, Aspect, and Genesys to handle the calls from its customers. Today, most of the world's largest companies still operate in that environment, but 25 or so of the Global 5