The Business Case for VoIP in the Contact Center
(CCS-01)
Most companies understand the cost savings associated
with making phone calls over the Internet. However, almost all companies
miss the more important benefits entirely - increased productivity. VoIP
technologies are allowing today's early adopters to do things they've never
been able to do before. Regardless of size, businesses stand to reap great
benefits from a communications system that delivers a host of integrated IP
functionality. New technologies are linking contact centers across the
Internet. Modern VoIP products are able to provide complete connectivity to
multiple sites at any location. Users in call centers around the world can
now benefit from the kind of seamless connectivity that was previously only
available to those residing in a single location. This presentation will
discuss the VoIP technologies that are available to today's contact centers
and the distinct advantages they can bring to the organization. It will also
address the concerns of customers making the leap from legacy to IP systems
(security, voice quality, management costs, overhauling the existing
infrastructure, etc.) and how organizations should assess VoIP's business
benefits based on their goals, operations and size.
Building the Right
IP Call Center Strategy
(CCS-02)
IP has been coined the Pac-Man of protocols. It's
poised to gobble up or transform everything in its path; yet, IP call center
deployments have been slow to catch on in the U.S. for economic and other
reasons. There is understandably a lot of uncertainty about the right IP
platform approach and selecting the right technology, but the bottom line is
that IP adoption is growing, and it can deliver significant benefits to your
customer service initiatives and positively impact your entire organization,
if it's done right. This session will enable attendees to learn what IP can
do for their own organizations, and it will quash some pre-conceived notions
by shedding light on the technology itself.
VoIP Across the Enterprise (CCS-03)
The emergence of VoIP presents contact centers with a
tough choice when making a long-term phone system purchase decision. For
organizations with multiple contact centers and home-based agents, comparing
the benefits of bolt-on IP connections with tradition solutions, complete
infrastructure overhauls or distributed hybrid approaches can be especially
daunting. This analysis is also important for enterprises with contact
center needs - enterprises that increasingly must leverage their remote and
home-based agents. This session will discuss how implementing a data-driven
communications system enables these businesses to unify their phone system
and easily administer all agent locations. The session will also discuss how
this approach provides contact centers with the flexibility to use the phone
system as a traditional PBX, IP-PBX, or a combination of both - with the
choice (and timing) completely up to them.
Establishing Internet
Telephony/VoIP to Developing Countries
(CCS-04)
As more contact centers contemplate going off-shore,
establishing Internet telephony/VoIP services to call centers in India,
Pakistan, the Philippines and elsewhere in the developing world, they must
address various issues. In this session, learn about the challenges
associated with various types of equipment, quality of service issues,
bandwidth constraints and cultural/language issues. The target audience for
this session is anyone involved in planning the implementation of IP
telephony in call centers, especially those in Asia, Latin America and the
Middle East. This includes call center technical personnel, consultants,
carriers and equipment vendors.
VoIP Regulation:
Challenges & Opportunities
(CCS-05)
The regulatory landscape for VoIP remains unsettled.
The FCC has yet to issue its final word on how the burgeoning industry is to
be ruled. State and local governments are jockeying for position n the
regulatory process. Public safety agencies are worried about E911, and
the FBI is lobbying for its view of CALEA. It is folly to think that
VoIP will remain largely unregulated, and there is a need for the industry
to take a responsible position in regard to fees, regulations and public
safety. In fact, VoIP can actually bring tremendous social benefits to
society in regard to public safety and less expensive communications, but
that story must be told loudly and often.
The Evolving Contact
Center: Protecting Your Organization's Investments
(CCS-06)
As today's businesses continue to expand their
operations across geographies, channels and partners, the role of the
contact center continues to change. Beginning as a voice-only solution for
handling customer calls, the contact center has evolved to encompass
sophisticated skills-based routing and multichannel contacts that span from
voice, e-mail and the Web, to multiple sites located worldwide. In an
increasingly complex and global business environment, more organizations are
looking to extend the contact center to all parts of the enterprise so that
customer needs can be efficiently addressed at any time, in any place and
through any channel. It's clear that IP-enabled solutions are fast offering
innovative ways for contact centers to scale upwards and outwards - through
the creation of virtual multisite networks, through enabling cost-effective
outsourcing and by linking remote agents, to name a few benefits. But for
most contact center managers, keeping costs in check is as important as
advancing capabilities - no one likes to have to resort to forklift
upgrades. What's the best approach to leveraging investments already in
place, while also incrementally adding important IP functionality that will
prepare your organization for the future?
Taming IP Telephony
Expense Management
(CCS-07)
IP telephony brings companies a wide range of
innovative technologies, compared with traditional telecommunications
systems. One area of the older systems that needs to be addressed, however,
is expense management. Expense management includes collecting and allocating
costs associated with IP telephony assets and usage. This session will
explore both technology and methodology differences between traditional and
IP telephony expense management. This is especially important as
organizations transition to IP telephony because their traditional and IP
telephony expense management systems will have to coexist. It will present
alternative approaches to collecting information on internal and
carrier-based logical assets, physical networks and end-user assets, as well
as usage information, in order to manage and allocate costs.
Keeping the Customer Experience
Seamless: Interoperability and Next-Gen Endpoints (CCS-08)
As interest in advanced endpoints, including IP phones, PDAs and pocket PCs,
mobility devices and softphones, continues to escalate, there is an
increasing demand that the customer experience remain seamless and
consistent, regardless of whether a person is using a SIP-based client, a
wireless device or a desktop phone. This session will discuss the issues of
interoperability, specifically the delivery of enterprise-specific
technologies and applications through traditional, IP and wireless
infrastructures, to ensure that the user experience remains consistent.
Topics will include the proliferation of SIP in the enterprise, the
emergence of SIMPLE and other standards-based technologies.
IP Contact Center Shootout
Come hear several industry leaders explain and
debate the relative merits of their IP contact center solutions.
Fashioned after Internet Telephony's 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 the
chance to ask the panel your own insightful questions.
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