|
 Sponsored
by
Day 4 — Thursday, October 7
8:15 - 9:00 am
IP Contact Center Shootout
Moderator: Greg Galitzine,
Editorial Director,
Internet Telephony Magazine
Panel: Ross Daniels, Product Manager, Cisco Systems
Richard DeSoto, Chief Marketing Officer, Nextwest
Joe McFadden, Vice President of Corporate Marketing and Product Management, Nuasis Corporation
Betsy Wood, Marketing Manager, Nortel Networks Customer Contact
Solutions
Young-Sae Song, Director of Product Marketing, Genesys Telecommunications Laboratories
John C'de Baca, Senior Director of Business Development, Stratasoft, Inc.
12:30 - 1:15 pm
Innovation & Deployment in the IP Contact Center
James Rafferty, Senior Product Manager,
Brooktrout Technologies
Sean
O'Connell, Manager Product Marketing, Cisco Systems
One of the first VoIP-enabled applications to hit the mainstream is
the IP Contact Center. IP provides substantial flexibility in
allowing contact center workers to connect to a call-and-message
routing system using a variety of devices, which can include
PC-based softphones, desktop IP phones, and even WiFi VoIP handsets.
Since the public phone network is still predominately using circuit
switched technology, IP-TDM dialers and gateways provide a means for
fine tuned control of outbound and inbound calls. This presentation
will cover some new trends in IP Contact Center technology and
review case studies based on the experiences of working with IP
Contact Center solution providers.
1:30 - 2:15 pm
Call Center in the Cloud: The Advent of Network-Based Contact
Centers
Tim DeWitt, Senior Product Marketing Manager,
Lucent Technologies, Inc.
Betsy Wood, Marketing Manager, Nortel Networks Customer Contact
Solutions
A network-based, hosted call center system that provides
skills-based routing of traditional circuit-switched and VoIP calls
to agents will offer significant advantages in the migration to VoIP.
A network-based system can be deployed in a service provider's
central office and data center environment and utilizes the PSTN and
TCP/IP data networking to provide contact center services to
enterprise customers. Speakers will explain how network-based call
center systems will evolve to fully support VoIP, allowing service
providers and their enterprise customers to take full advantage of
VoIP benefits. Get an overview of VoIP technologies, how
network-based hosted call center systems currently operate, as well
as a technical discussion of available options.
2:30 - 3:15 pm
Deploying IP Contact Centers Globally: Overcoming Challenges
Joel Maloff, Ph.D., Executive Vice President
and Chief Technology Officer, Fusion Telecommunications
International, Inc.
This session will focus on one vendor's experiences regarding the
challenges associated with various types of equipment, bandwidth
constraints, and cultural/language issues faced when establishing
Internet telephony and VoIP services to call centers in India,
Pakistan and elsewhere in the developing world. These experiences
have led to the development of listings of proven compatible
equipment, equipment that is known not to work easily, and minimum
requirements for a successful implementation. The speaker will share
these experiences in the session. Anyone involved in planning the
implementation of IP telephony in call centers, especially those in
Asia, Latin America, and the Middle East should attend this session
and see firsthand what it's going to take to be successful.
3:30 - 4:15 pm
The ROI Case for Hosted Contact Center Services as an Alternative to
Premise-Based Systems
Erik Laurence, VP Product Management and
Business Development, CosmoCom
Contact Center On Demand services are emerging as a lucrative
opportunity for Network Service Providers to generate new
high-margin revenue streams while providing their business customers
with a flexible and cost-effective customer care solution. While
many NSPs already generate a large share of their revenue from
contact centers, they are for the most part only providing
relatively basic transport services to deliver calls to and from
these centers — leaving money on the table. This presentation will
review the ROI benefits of Contact Center On Demand services and
outline the rapidly growing market opportunity.
4:20 - 5:05 pm
Building the Right IP Contact Center Strategy
Young-Sae Song, Director of Product Marketing, Genesys Telecommunications Laboratories
As hyped as the technology is, IP call center deployments
have been slow to catch on in the United States 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 look at IP Contact Center technology through an
exploration of current case studies. Attendees can expect a hard
look at what IP can actually do to improve customer satisfaction,
and how call center managers can measure its successes to prove the
value to the rest of the management team. |
