Register Now! Register Now!

Home
Dates & Times
Register
Hotel & Travel
Conferences
Digium Asterisk
         World

Asterisk Training
4G Wireless
         Evolution

Speaker List
TMC University:
    FoIP
    Microsoft OCS
    Network Security
trixbox Training
Free Workshops:
   Microsoft
            Response Point

   Reseller Solutions
   SIP Trunking
   Telecom Agent Day
Why Attend?
Keynotes and
         General Sessions

Exhibitor List
Networking
Giveaways
Show Blog
Show News
Event Sponsors
Photos & Videos
Testimonials


Who Attends?
Exhibitor List
Why Exhibit?
Floor Map
Resource Center
Sponsorship


Press Registration


 

Conferences

 

Dates and Times

Hotel and Travel

Resource Center

Register Now

Keynote Speakers

Contact Us To Exhibit




Strategic Planning: Why IP in the Contact Center?
(CC-01)

Tuesday - 02/03/09,  8:30-9:15am

As more and more forward thinking contact center organizations invest in tools and technologies to advance their strategic decision-making capabilities, there is increased attention on strategic planning. Everyone knows that the best way to make your CFO fall in love with your contact center is to make it more profitable to the business. With the right blend of technology, you can improve productivity and reduce expenses turning what may be viewed as a ‘cost center’ or ‘necessary evil’ into a profit center. This discussion will focus on the specific actions organizations can take to address efficiency in the call center in a Web 2.0 world and why it matters. The discussion will include integration and implementation of a total solution and how to control total cost of ownership.

Presented by:

Hugh Goldstein (Moderator)
VP, Partnerships and Strategic Alliances
Voxbone
Rachel Wentink
Director, Product Management
Interactive Intelligence
Henry Castillo
Technical Director
ABP Technology
Val Matula
Head and Senior Director, Emerging Products & Technology
Avaya

Check Other Sessions
Register Now


Making Technology Choices in the Contact Center
(CC-02)

Tuesday - 02/03/09,  1:00-1:45pm

No matter the size or location of your company, every organization has an ongoing mission to deliver exceptional customer service at every customer interaction. That includes finding ways to overcome communication difficulties between the call center representative and customers needing technical support. If the customer experience is unsatisfactory, not only does it weaken confidence in the support team’s abilities, but it also reduces trust in the reliability of your product. This session will address various technology choices and the impact they will have on your contact center deployment. Discussion will include such emerging technologies as SaaS (Software as a Service), video in the contact center, and new multimedia standards, as well as traditional choices like VoIP, CRM and more.

Presented by:

Mark Ricca (Moderator)
Partner
IntelliCom Analytics
Jeff Dworkin (Moderator)
Enterprise Marketing Manager, Dialogic Corporation
Dialogic Corporation
Les Giddings
Business Development Executive
IBM Corporation
Andrew Harsch
VP Marketing
NTRglobal North America

Check Other Sessions
Register Now


Towards Improving Customer Service
(CC-03)

Tuesday - 02/03/09,  2:00-2:45pm

In a down economy, streamlining contact center business processes is more important than ever before. Inefficiencies in work flows and work load are key reasons why agents struggle to achieve contact center goals, and companies waste valuable time and money. When we improve workflow for customer care agents, we not only help businesses save money during this crucial time, but we also improve overall customer service, which is our mission. In this discussion, the speakers will address ways to improve contact center performance by seamlessly integrating applications and Web services to ensure the most streamlined and cost-effective customer support.

Presented by:

Jay Berkowitz
Author
The Ten Golden Rules of Online Marketing Workbook
John Epeneter
VP of Product Management
Allegiance
Chad Barth
VP, Business Development
SmarTech Corporation
Francis Carden
CEO & Founder
OpenSpan

Check Other Sessions
Register Now


IP Call recording Strategies
(CC-04)

Tuesday - 02/03/09,  3:00-3:45pm

In the rush to exploit the advantages of IP telephony in the enterprise and the contact center, call recording can be an unexpected speed bump. In traditional TDM environments, call recording has long provided a wide range of benefits, including government and PCI regulatory compliance, transaction non-repudiation, contact center quality management, and agent training. Preserving these critical benefits as the telephony infrastructure migrates from TDM to IP presents IT architects with some interesting choices. This session examines a variety of strategies that an enterprise can adopt to preserve the security, availability, and reliability of its call recording environment as its telephony infrastructure evolves from TDM to IP.

Presented by:

Matt Clark (Moderator)
Principal, Valuation Services
Deloitte Financial Advisory Services LLP
Jonathan Zarkower
Director of Product Marketing
Acme Packet
Haim Argaman
Owner and Senior Consultant
Crimsonet Technologies
Brian Spraetz
Senior Solutions Consultant
NICE Systems

Check Other Sessions
Register Now


Operational Efficiency in the Contact Center
(CC-05)

Tuesday - 02/03/09,  4:00-4:45pm

In this time of tight budgets, how can contact centers provide top notch service at the lowest possible cost? Join us to explore ways in which technology and business process can meet to ensure that goals are met and budgets are not stretched.

Presented by:

Rachel Wentink
Director, Product Management
Interactive Intelligence

Check Other Sessions
Register Now


Unified Communications in the Contact Center: An Industry Round Table
(CC-06)

Wednesday - 02/04/09,  8:30-10:15am

In spite of all the attention given to enterprise unified communications (UC) in the last few years, an important component is often overlooked: the contact center. This is a mistake, as a UC strategy is just as critical to customer facing activities as it is to internal communications. This round table discussion will address the role that the contact center plays in a successful unified communications strategy, focusing on best practices for leveraging contact center and UC applications in tandem and how companies can make use of existing and next generation technologies to make this happen. Attend this session for a lively discussion on products, services and the state of the unified communications industry as it regards the contact center. This session is a must for anyone working on or planning to develop a UC strategy.

Presented by:

Peter Radizeski (Moderator)
President
RAD-INFO, Inc.
John Kelly
Regional Sales Vice President
Altitude Software
Serge Hyppolite
Vice President, Product Management
Aspect Software






Donald Greco
Director, Solutions Management, Telephony Applications
Siemens Enterprise Communications, Inc. North America
Greg Simsar
Vice President, Speech Recognition
Syntellect

Check Other Sessions
Register Now


Driving Benefits Through Analytics
(CC-07)

Wednesday - 02/04/09,  12:30-1:15pm

Every company wants a deeper understanding of their customers and they will gladly leverage any technology that promises to give them a deeper insight into who their customer really is. Customer experience solutions should enable businesses to adapt rapidly to changing economic and competitive circumstances, enabling companies to capture and effectively anticipate and respond to customer behavior in all channels, in real time.

The session would also delve into how service providers can pick through existing customer data to identify social network dynamics among users, and tailor specific offers to network influencers, connectors and early adopters, each of whom has significant influence over other social group members. This can allow them to cost-effectively increase sales of high-margin services by targeting the offers to receptive audiences, as well as reducing churn by proactively addressing the concerns of influential group members.

Presented by:

Jon Arnold (Moderator)
Principal
J Arnold & Associates
Nick Ilyadis

Broadcom
Mark Myers
Senior Director of Product Marketing
Vivisimo
Brian Spraetz
Senior Solutions Consultant
NICE Systems
Ari Rabban
CEO
Phone.com

Check Other Sessions
Register Now


Protecting Business Assets Through Voice Documentation
(CC-08)

Wednesday - 02/04/09,  1:30-2:15pm

Turbulent economic conditions have magnified the importance of effective risk management and liability protection measures for many organizations. Now more than ever, executives need to focus on improving operational performance while also ensuring the security of the business and protection of core assets. The presenter will discuss current business vulnerabilities and proven methods of protecting them. Specific topics will include privacy, compliance and electronic discovery. Building on this platform, the presenter will then discuss how voice documentation technology used to protect the business can be deployed to simultaneously improve the business through efficient collaboration and personnel development.

Presented by:

Brian Spencer
President
Oaisys

Check Other Sessions
Register Now

 
 

IP Communications News:

GENBAND Demonstrates Powerful Unified Communications, Platform-as-a-Service and MSO Carrier Wi-Fi Capabilities at SCTE Cable-Tec Expo
9/18/2014 8:37:46 AM
CounterPath Announces Availability of Stretto Platform and its Commercial Service Launch by Major US Operator
9/18/2014 8:08:01 AM
Research and Markets: Broadband Internet Market in India 2014
9/18/2014 6:07:38 AM
Broadband Internet Market in India 2014
9/18/2014 4:30:48 AM
Introducing the All-New Fire HD-The Most Powerful Tablet Under $100
9/17/2014 9:37:39 PM
TMC Announces 2014 Channel Program Excellence Award Results
9/17/2014 9:36:52 AM
CounterPath Announces Availability of Stretto Platform(TM) and its Commercial Service Launch by Major US Operator
9/17/2014 8:29:02 AM
BigMarker Advances the First Full-Featured No-Download Web Conferencing Platform, Scaling to 100 Attendees With 9-Way Video Conferencing
9/17/2014 7:59:30 AM
TIM Brasil delivers great network performance at global football event; Nokia Networks provides mass event features to handle mega event, successfully manages 1TB in data traffic and approximately 21,000 hours of voice calls
9/17/2014 7:02:21 AM
CounterPath Reports First Quarter Fiscal 2015 Financial Results
9/17/2014 6:39:00 AM
Register Now Exhibit Now Contact Us


 
VoIP Conference - Platinum Sponsor
Diamond Sponsors
VoIP Conference - Platinum Sponsor

VoIP Conference - Platinum Sponsor

VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor VoIP Conference - Platinum Sponsor
VoIP Conference - Platinum Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor VoIP Conference - Gold Sponsor
VoIP Conference - Gold Sponsor VoIP Conference - Gold Sponsor