September 10, 2008

 

The IP Contact Center plays an important role today as advancements in technology are providing the contact center with more capabilities than ever possible.

 

IP in the contact center can help enhance the customer experience, increase productivity and unify customer interaction channels to drive success.

 

At the upcoming Call Center 2.0 event happening September 16-18, 2008
at the Los Angeles Convention Center in Los Angeles, California and collocated with INTERNET TELEPHONY & EXPO West, Brian Spraetz (News - Alert), Senior Solutions Consultant at NICE Systems will be take part in sessions focused specifically on the IP Contact Center.

 

The first session, “Benefits of VoIP Enabled Recording” will take place Wednesday, September 17 from 11:00-11:45AM and will highlight the business benefits of quality management as well as look at VoIP recording technology and its ability to extend the benefit to employees working at branch locations or for at-home agents. The session will also discuss tools and techniques for improving performance in the IP contact center and how VoIP changes the landscape for branch and at-home recording.

 

Also joining Brian during this session will be Michael Khalilian (News - Alert), President & CEO of IMS Forum; Jonathan Fuld, CTO of SIP Print and Ralph Barletta, President of
KnoahSoft, Inc.

 

Also, on Wednesday from 12:45-2:30PM Brian will take part in the “IP Contact Center Shootout." This session will provide attendees with a chance to hear industry leaders debate and discuss their IP Contact Center solutions and the overall state of the IP Contact Center industry. Attendees of this session will also have the chance to ask the panel questions.

 

Other presenters taking place in this must attend session include Ian Jacobs,
Senior Customer Interaction Technologies Analyst at Datamonitor; Mark Morell, Vice President of Nortel Contact Center Solutions; Ernie Wallerstein (News - Alert), President at Zeacom; Henry Danser, Western Area, Vice President at Aspect Software; Joe Staples, Senior Vice President, Worldwide Marketing at Interactive Intelligence and Vickie McGovern, Vice President, Global Customer Service Solutions & Marketing at Avaya (News - Alert).