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Join us on Friday, February 13, 2004

The next-generation IP contact center, when properly designed, deployed, and managed, offers tremendous advantages in reliability and functionality . Some of the benefits of moving to an IP-based contact center include: More efficient traffic transmission; Lower telecommunications costs; Simpler and less expensive system management; Improved remote agent and telecommuter functionality; and much more. TMC's IP Contact Center Summit is designed to educate attendees on how best to build a next-generation contact center from the ground up and how to design a Web-connected contact center utilizing today's state-of-the-art technology. Also this summit will bring together the leading minds of the IP Contact Center industry in the first-ever IP Contact Center Shootout to discuss and debate the various approaches to implementing technology to achieve greater results than ever before. If you are considering moving ahead with a next-generation contact center strategy, you simply cannot afford to miss this event!

Session Descriptions

8:15 - 10:00 am...Special Double Session IP Contact Center Shootout Dave Meermans, Director of Product Management, EADS Telecom Frank Shaffer, Director of Global Voice Services, British Telecom Peggy Gritt, Senior Director Product Marketing, Interactive Intelligence Tim Dewitt, Director of Product Marketing, Lucent Rob Winder, Vice President of Business Development, Genesys Jason Pace, Vice President of Sales, Stratasoft, Inc. Come hear several industry leaders explain and debate the relative merits of their IP Contact Center solutions. Fashioned after Internet Telephony® Conference & EXPO’s successful long-running IP PBX Shootout, this double session promises to be a lively, engaging session where industry leaders candidly discuss their products and their competition. This unique opportunity enables you to get live information directly from the “horses’ mouths” as you will be given a the chance to ask the panel your own insightful questions. Truly a can't-miss session. 12:30 - 1:15 pm The Web Connected Contact Center Speakers TBA To succeed in today's digital marketplace, it's not only critical for every company to have a Web site, but to also provide a communications link from their Web site into their contact centers. Come explore the most important issues — and solutions — determining the success of any e-commerce initiative — delivering the highest quality customer service possible. Even if you offer detailed online content, many customers prefer to ask questions from a live agent while browsing. By Web-enabling your contact center, you provide the level of service that instills customer confidence and loyalty - and creates highly profitable repeat business. 1:30 - 3:15 pm...Special Double Session Building a Next-Generation Contact Center Bar Veinstein, Product Marketing Manager, NICE Systems Bill Bush, Enterprise Consultant Relations Manager, EADS Telecom Take a step-by-step journey through what you need to do to set up a cutting-edge, IP-based, multimedia customer interaction center. Learn how to proceed logically to set up systems for inbound, outbound, e-mail, voice and text chat, IVR, and workforce management, as well as cover voice and network options, so you can have your customer interaction center delivering satisfaction — not only to your customers but also to your management team.

Free Keynotes