Track: Call Center 2.0 (CC)
Leveraging IP in the Contact Center
|Thursday - 01/24/08, 8:00-8:45am|
Today’s contact centers are expected to handle an increasing amount of multimodal communications such as voice, video, IM and multimedia while at the same time avoiding a negative impact on the network. Contact centers are turning to IP to lower costs and enable virtualization as well as enhancing customer service, so with VoIP the stakes get higher. With IP interactive communications, security challenges — including privacy, viruses and denial of service attack protection — become extremely complex and paramount to address. In order for IP contact centers to be successful, IP communications must be of the same high quality and reliability as their non-IP counterparts. As a result, aspects such as call quality assurance, network and cost optimization, and delivering services through NATs/firewalls become increasingly important for the underlying network. This session will address the challenges in delivering a satisfying user experience through IP contact centers and explore the technical solutions available to meet those challenges.
Senior Solutions Consultant
Director, Product Management
Co-founder & CEO
CTO & VP, Products
Leveraging SOA & Web Services to Build the Modern Contact Center
|Thursday - 01/24/08, 9:00-9:45am|
In a call center environment, dependence on disparate technologies and applications means countless hours in lost productivity and error-prone manual processes, as agents switch back and forth between a host of applications. The time has come for a new paradigm – one that enables call centers to integrate disparate applications, automate processes, extend functionality and build new composite applications, quickly and easily. Enter the realm of Web services and SOA. The modern contact center leverages SOA, Web 2.0 and IP telephony to create rich agent desktops based on today’s latest technologies, integrate with the rest of the organizational IT through SOA, and leverage SIP-based IP telephony for anywhere, anytime access to applications and communications. Come learn more.
CEO & Founder
Director, Technology & Product Strategy
SMB Contact Centers Go Mainstream
|Thursday - 01/24/08, 1:15-2:00pm|
Telecom’s evolution to IP communications offers any business, regardless of size, the option to embrace mission critical, next-gen applications that were previously only affordable to large enterprises. Gone are the days where small businesses have no other option than to outsource contact center needs for programs aimed at improving customer service or accelerating the sales cycle. Today’s contact center isn’t a separate team of dedicated staff; it can be found in virtually any organization that receives calls from customers, regardless of size. This session examines how small to medium size businesses (SMBs) can leverage the integrated contact center capabilities such as skills-based routing and caller ID and utilize existing employees to enhance everything from improving business processes, to acquiring new customers, to strengthening customer loyalty.
Attendees of this session will gain the understanding that those businesses who embrace contact center capabilities can immediately enhance their business success by improving customer service and minimizing call wait times; enhancing the sales and service experience; and improving productivity.
Vice President of Product Management
IP Contact Center State of the Market: A RoundTable Discussion
|Thursday - 01/24/08, 2:15-4:00pm|
Come hear several industry leaders explain and debate the state of the IP Contact Center marketplace. This double session promises to be a lively, engaging session where industry leaders candidly discuss their products, their competition, and where they fit into the overall IP Contact Center market. This unique opportunity enables you to get live information directly from the “horses’ mouths” as attendees will have the opportunity to ask the panel their own insightful questions. Truly a can’t-miss session.
Head of Global Inbound Services
BT Global Services
Internet Business Technologies (IBT)/Realtime
President & COO
Senior Product Marketing Manager
Michael Khalilian (Moderator)
Chairman & President
IMS Forum, NGN Forum