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August 29, 2007

Open Source in the Contact Center: ITEXPO Highlight

By Stefania Viscusi, TMCnet Assistant Editor

Today's contact center is leveraging the capabilities of IP communications more and more each day. And as VoIP makes its way into the call center space, the inclusion of open source capabilities as an option over proprietary solutions creates is yet another decision for contact centers to make.

To help better understand this topic, and to uncover the way contact centers are using open source, SugarCRM's Chairman, CEO and Co-founder, John Roberts will present a session dedicated to the topic at the Call Center 2.0 Conference, collocated at the upcoming INTERNET TELEPHONY Conference & EXPO West 2007  at the Los Angeles Convention Center in Los Angeles, California, September 10-12, 2007.
SugarCRM provides commercial open source customer relationship management (CRM) software that offers businesses an alternative to proprietary applications and improves their capabilities while also helping businesses maintain more profitable relationships.
The session, "Open Source: Too Good to Be True?" will be held on Wednesday September 12, 2007 1:45pm- 2:30pm.
Many enterprise networks are making use of open source for its cost and flexibility, but many questions still circulate about making the move. In the contact center space, where VoIP technologies bring the added benefits of cost savings and reduced dependency on outside firms, open source can add increased benefits.
During the session, Roberts will compare open source and proprietary options at several levels from agent telephones and computers to servers and telephony systems as well as provide several real-world examples of the way enterprise-level contact centers are using open source to varying degrees to improve their business.
CLICK HERE for other open source sessions to enjoy at ITEXPO.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
Green is the new black. At least, that’s the case in the communications industry where companies are finding that using green technology is not only good for the planet but good for business as well. Want to learn more about how being green can make money? Mark your calendar now for TMC’s (News - Alert) first annual Green Technology World Conference, September 11-12, 2007 at the Los Angeles Convention Center in California. Preview the show schedule, speakers and exhibitors—then register to attend.


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