As more and more businesses are moving to VoIP technology to improve their communication infrastructure, contact centers are no different. However, with no room for error, it is imperative that the quality of IP telephony voice quality is 100 percent.
This year, at TMC’s ITEXPO West 2009, Joe Dumont, product manager contact center services, Empirix (News - Alert) Contact Center Business Unit and Mike Burke, vice president, business development IQ Services will present, “Ensuring Quality in the Contact Center” session Tuesday, September from 1:45 to 2:30 p.m. at the Los Angeles Convention Center.
Dumont recently spoke with TMC CEO Rich Tehrani about the presentation being held at the ITEXPO (News - Alert) West 2009, saying, “This presentation will focus on assuring IP telephony voice quality in the contact center and the enterprise. I’ll address concepts such as active call monitoring and multilayer monitoring, and discuss how these strategies can be used to track undiagnosed failure-points and even predict when a failure may be about to occur in an IP telephony network. The conversation will include a discussion of how performance management reporting can be used to assure that service level objectives are met and how recurring failures can be identified and prevented in real-time,” he said.
“I will also address proactive multi-channel testing and monitoring of contact center and communication solutions, and how this can be used to improve overall performance and, most importantly, the customer experience,” Dumont continued. “Companies that are upgrading or planning to upgrade their contact centers to IP would benefit from this discussion.”
Those interested can register by clicking here. To view other sessions, click here.
The ITEXPO West 2009 will be held from September 1 to 3 in Los Angeles at the Los Angeles Convention Center. For more information, visit www.itexpo.com.
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Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek