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Software-As-A-Service: The Basics

Wednesday - 09/17/08,  9:00-9:45am

If you’ve been in the call center industry for any amount of time, you may remember the term “Application Service Provider” or “ASP.” You may frequently hear the terms “hosted” or “on-demand” thrown around. You may be dizzy with confusion as to what all these terms mean, how they are similar and how they are different. You’ve heard SaaS can save you money, but how? Is your organization suited for software-as-a-service delivery? If it can save you money, where, exactly, do those savings occur? Where does the return on investment lie? Did you know that SaaS solutions can be accounted for in a completely different way (as an operating expense rather than a capital expenditure)? What are the implications for your business? What are the benefits? Where do the pitfalls lie? After this session, you’ll be a pro at sorting out all the terms for this model of business, and you’ll know if and how it’s right for your company.

Presented by:

Charles Studt
VP of Product Management & Marketing
Joseph Hofstader
Steve Crawford
VP Marketing

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Using Hosted Speech Solutions In The Call Center

Wednesday - 09/17/08,  10:00-10:45am

Once upon a time, speech technology...for call routing, customer self-service or outbound customer contact...was something only the largest of companies could afford. It was expensive and extremely complex to administer. Today’s hosted speech solutions, however, put the important benefits of speech technology (improved customer satisfaction, vastly increased rates of successful customer self-service, better agent satisfaction) within reach of even the smallest call centers. Find out how hosted speech can be quick to implement, affordable and effortless to maintain in your contact center.

Presented by:

Joe Fleischer
Call Center Industry Writer and Co-Author of the book The Complete Guide to Customer Support

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SaaS for Virtual Call Centers

Wednesday - 09/17/08,  11:00-11:45am

The globalization of business has changed the way companies approach sales, customer service, and other business support functions. The need to operate across borders, languages, and cultures - and operate 24x7 - has brought new challenges and approaches to the call center function. The “virtual call center” has emerged as an operational model of choice thanks to advancements in technology. Yet with all of the progress in virtual call centers, certain challenges remain. For example, how do you accommodate work-from-home agents with disparate endpoints and devices to support? How do you adapt to new technologies? How can technology be leveraged to build context into call flows and align customer needs to agent expertise? How do you break the barriers to language to support customers distributed across the globe?

Presented by:

Charles Studt
VP of Product Management & Marketing
Chris Horne (Moderator)
LBA Group
Jean-Baptiste “JB” Piacentino
Director of Browser Communications

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TMC University Exam

Wednesday - 09/17/08,  12:45-1:30pm

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Call Center 2.0 News:

Marlin Equity Partners to Acquire LiveOps Cloud Platform Business
12/1/2015 11:44:31 AM
Intralist Launches First Platform for Publishers, Brands and Consumers to Share and Discover Information Through Interactive Top 5 Lists
12/1/2015 9:57:07 AM
eBay Enterprise Optimizes Omnichannel Customer Experience Using OpenSpan Automation Solutions
12/1/2015 9:14:26 AM
HP Workforce Optimization Helps Enterprise Contact Centers Drive More Successful Customer Interactions
12/1/2015 9:06:53 AM
Episerver To Present On The Power Of Personalization In Digital Marketing At Gilbane Conference 2015
12/1/2015 9:01:51 AM
Large Alternative Energy Company Replaces On-Premises System with inContact's Scalable Cloud Solution
12/1/2015 8:57:00 AM
8X8 Expands UK Operations with New Northern Office in Manchester
12/1/2015 8:45:09 AM
Cisco Selects Netformx Discovery to Power New Net Authenticate Assessment Service
12/1/2015 8:45:02 AM
Salesify Selected as a 2015 Red Herring Top 100 Global Again
11/30/2015 4:12:32 PM
HGS Wins Big at 2015 Contact Center World Awards
11/30/2015 10:38:20 AM
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