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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.
IP Breathes New Life Into The
Contact Center (CCT-01)
The concept of a virtual contact center linking agents
anywhere - from home, from satellite offices, across time zones and
geographies - is nothing new, but has this vision become a reality? Yes and
no. While a selection of larger companies has effectively networked multiple
contact sites and remote agents with beneficial results, many other
businesses have not, due in part to an economic climate that has put the
brakes on all types of investments, including the purchase of expensive PSTN
lines. But as the technology landscape has evolved, the promise of Voice
over IP breathes new life into the virtual vision - enabling businesses to
take advantage of a centrally managed, agents-anywhere environment by
leveraging the cost savings afforded by an IP-enabled contact network.
Premise-Based Versus Hosted: What Makes
Sense For The Contact Center (CCT-07)
Customers face innumerable choices when looking for an
enterprise communications platform. While both service providers and
premise-based manufacturers say their systems deliver identical
functionality and feature sets, there remain distinct differences of opinion
in which technology offers to call centers the highest return on investment.
This session will examine the hosted versus premise debate in terms of
technology, applications, service and support and ease of migration.
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