IP-based communications enable sophisticated, yet cost-effective capabilities that can be leveraged by call center applications. This presentation will cover specific functions of a contact center that can be optimized using IP communications, and strategies to progressively migrate these functions from existing TDM-based infrastructure. The session’s overall theme is to present different strategies and tradeoffs in planning a progressive migration to an IP contact center. Under that theme, the tutorial will cover specific topics such as: tradeoffs of using IP Trunking versus on-premise TDM-to-IP conversion, outbound and blended calling over IP, hybrid IVR port pooling, call recording strategies in an hybrid contact center, and more.
Contact centers probably stand to reap the rewards of VoIP more than any other industry, with the lure of reducing costs, boosting profits, enhancing customer loyalty and improving remote agent support. But before you toss out the PBX system and make the leap to IP Telephony, let’s look at the critical issues that affect this decision.
Benefits: Reduced cost, remote agent support, and VoIP’s ability to enable call center applications run on network-based services. Add flexibility, growth and disaster-recovery and you’ve got a compelling business case.
Perceived Adoption Barriers: We look at the barriers to adoption and explore why adopters have been leery about reliability, security, QoS, and scalability.
Lessons Learned: Who is adopting VoIP technology in the call center arena? What’s working, and what isn’t? The presenters will highlight a customer case study to drive home the benefits of deploying IP in the call center.
As enterprises move forward with adoption of IP telephony, Session Initiation Protocol (SIP) serves as an open, non-proprietary standard that removes barriers to entry for many vendors, creating a highly competitive market. The widespread emergence of SIP as a de facto standard for communications is helping to promote IP telephony usage. This session will discuss how SIP is enabling applications that deliver virtualization, resulting in increased customer interaction from any physical location without TDM infrastructure constraints.
The presenters will show how centralizing applications enables rapid development of new strategies necessary to support new product launches, new business lines and changes in business strategy. The session will further address how companies can use open standards such as SIP to drive IP business goals and outline how SIP allows customers to use selective sourcing to deploy best of breed solutions.
Presented by:
Gustavo Garcia Director, Business Development Genesys Telecommunications Laboratories
Shift Your Contact Center from Reactive to Real Time (CC2-04)
Thursday - 10/12/06, 4:00-4:45pm
Customers are much less forgiving today. They know you have the capacity, to do better, because everyone of them has experienced outstanding customer service somewhere. To compete, you need to provide convenient 24-hour access to excellent service for your customers no matter where they are and get them the information they need the first time. Your contact center must shift quickly from a reactive to a proactive, adaptive real-time organization.
Attend this session to understand how your contact center can tap into the power of enabling technologies like VoIP, speech, video, and SIP to open new and richer avenues of customer communication and instantaneous collaboration. New channels of communication ensure problems are solved and decisions are made immediately, customers and employees can connect without needing to worry about which devices are used and you can craft unique personalized services that optimize each interaction opportunity.
Presented by:
Paul Lutz Multimedia Applications - Product Marketing Nortel
Advanced Contact Center Solutions For Teleservices And Call Centers (CC2-05)
Friday - 10/13/06, 8:45-9:15am
What do today's avanced call center solutions offer outsourcers and BPO providers? To start with, these Call Center 2.0 solutions can provide increased efficiency, cost-saving options and a strengthened portfolio of services. Today's IP contact center solutions easily enable companies to do away with expensive, large single-site call centers and break up their operations to include offshore locations, remote offices, home agents and smaller call centers distributed across time zones. Multi-tenant solutions allow outsourced call center and business process outsourcing providers to take advantage of the benefits of software as a service (SaaS) to meet the unique needs of each client. IP call recording can do away with the old-fashioned nightmare of compliance, storage problems and long, wasted hours of manual search and monitoring. This session is critical for all call center organizations, but particularly for those organizations that provide outsourced customer service for clients.
Presented by:
Rich Poole Technical Account Manager Dialogic Corp
Best Practices & Processes for Customer Centric Operations (CC2-06)
Friday - 10/13/06, 12:15-1:00pm
During the 90s, everyone said that customer relationship management (CRM) was going to transform the relationship between companies and their customers — to achieve higher levels of customer satisfaction and improved revenues. Of course, the contact center, often the first point of entry for a customer interacting with a business, was viewed as one of THE key focus areas of a business.
Being on the front line, call center agents are often the first point of contact with both sales and service customers. So, equipping agents with a system that can automate customer processes and better satisfy their preferences can help both the caller and ultimately your business!
Come hear industry leaders debate and discuss the relative merits of their IP Contact Center solutions. Loosely based on Internet Telephony Conference & EXPO’s successful long-running IP PBX Shootout, this double session promises to be a lively, engaging look at what the industry leaders have to say about their products and their competition. This unique opportunity enables interested parties to get live information directly from the “horses’ mouths” as attendees will be given an opportunity to ask the panel their own insightful questions.
Presented by:
Alan Mitchell VP – Mobile Solutions CosmoCom
Gurol Akman CTO Telenity Inc.
Randy Jessee Director of Product Management Five 9, Inc.
Tom Keating (Moderator) VP of TMC/CTO/Executive Technology Editor TMC
Brit Vickner Strategic Business Development Manager Interactive Intelligence
Brian Spraetz Senior Solutions Consultant NICE Systems
