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Enterprise/Government

Have You Registered Yet?

Join us September 10-12 in Los Angeles and experience our invaluable
conference sessions yourself!

 



Benefits of an IP Enabled Contact Center
(CC-01)

Monday - 09/10/07,  9:00-9:45am

Today’s call center is more than just how well you measure up on average time to answer, volume of calls an agent takes, etc… It’s about the whole of the customer experience – including providing the customer access to the right agent with the right skill set and making sure that agent has access to the necessary supporting skilled resources in the rest of the organization. IP technology enables you to cost effectively bring to bear — in one unified customer interaction center — the necessary skilled agents that may be dispersed across satellite offices. It empowers you with resource management options such as being able to offer perhaps a healthier, yet secure and managed work-at-home environment. It offers the ability to extend the reach of your core contact center staff back into the skills base in the rest of your organization with integrated presence, availability and collaboration. All this helps leverage skilled resources that can quickly and proficiently answer to your customer’s needs – bringing about a customer experience that is second to none.

Presented by:

Michael Gardner
VP Engineering
LiveOps, Inc.
Kevin McPartlan
Vice President of Product Direction for Enterprise Products
Intervoice Inc.
Moderator TBA

Moderator TBA

Edward Kus
Senior Product Manager - Customer Interaction Solutions
Mitel
Erik Linask (Moderator)
Associate Editor
TMC

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Transition Your Contact Center to IP
(CC-02)

Monday - 09/10/07,  10:00-10:45am

The attractions for implementing VoIP-based call centers are many, not the least being tremendous cost savings to the organization running the call center. However, many believe VoIP quality is still not nearly as stable or dependable as traditional TDM-based offerings. Additionally, many incoming contact center calls begin on PSTN and jump to a VoIP network increasing the requirement to manage the end-to-end experience customers may by receiving at any time. Still the shift to IP-based contact center solutions is inexorable. This session will offer attendees a series of best practices and standards to leverage when delivering a superior quality of experience to your call center customers as you transition to VoIP.

Presented by:

Erik Linask (Moderator)
Associate Editor
TMC
Michael Freshwater
Managing Consultant, Telephony Practice
Astute Solutions
Brian A. Davidow
Manager, Sales Support
CosmoCom
Rajeev Kutty
Product Manager
Keynote Systems, Inc.

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Develop an Effective IP Strategy
(CC-03)

Monday - 09/10/07,  11:00-11:45am

Over the next two years, it’s expected that 82 percent of contact centers will be running on IP telephony infrastructures. If you’re in the process of implementing, considering implementation, or want to make sure you’re getting the most out of your existing investment, how do you go about it? This session will address the key features of IP technology, how it should be approached by businesses of all sizes, and the vast range of measurable benefits IP can generate in the contact center. The speakers will also address the added-value of the dynamic contact center and its capabilities that help companies manage fluctuating contact center variables and conditions, optimizes cost, quality and revenue goals.

Presented by:

Gustavo Garcia
Director, Business Development
Genesys Telecommunications Laboratories
Tim Passios
Director of Product Solutions
Interactive Intelligence
Thomas M. Chamberlain
Director, Business Process Marketing
Aspect Software
Moderator TBA

Moderator TBA

Erik Linask (Moderator)
Associate Editor
TMC

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Uncover the Value of Speech Analytics
(CC-04)

Monday - 09/10/07,  12:30-1:15pm

When companies calculate the acquisition costs and lifetime value of a customer, it quickly becomes clear that efforts to reduce churn and increase overall retention are key for maintaining consistent revenue from customers. Speech analytics has become an important tool in uncovering valuable business intelligence from customer service and support calls and identifying recurring customer issues before they become problems or potential revenue loss. The presentation will show how to calculate the quantifiable value of speech analytics, highlighting how some of the nation’s largest call centers have used the technology to reduce their churn, increase customer satisfaction leading to increased value from customers. Because understanding ROI of speech analytics is key to the decision process, the presentation will show attendees how they can calculate the value of speech analytics and realize a return on investment and long term revenue savings and cost reductions.

Presented by:

Cliff LaCoursiere
SVP of Business Development & Co-Founder
CallMiner
Mark W. Stallings
Manager of Professional Services
VoiceObjects

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Help Yourself! A Look at Web Self Service
(CC-05)

Monday - 09/10/07,  1:30-2:15pm

Although an overwhelming majority of large companies have invested significant sums of money into the customer service areas of their Web sites, the fact remains that most Web self-service solutions do not have the functionality and ease-of-use consumers require. As a result, most consumers become frustrated using these tools, and end up relying on already overburdened call center agents to resolve their problems. This session will assist companies in understanding what customers hope to achieve when utilizing real-time self-service tools, and how a combination of Web site design, functionality, and user-friendly interfaces can play a part in help promote real-time self-service and problem resolution, thus enhancing customer service while reducing contact center congestion.

Presented by:

William J. (Duffy) Mich
Chairman & CEO
Aperio CI
Christina Nigro
Product Marketing Manager
Global IP Solutions

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Proactive Support: A New Paradigm In Managing Customer Relationships
(CC-06)

Monday - 09/10/07,  2:30-3:15pm

Consumer brand loyalty is declining across vertical industries such as healthcare, financial services and telecommunications. Accordingly, ensuring maximum customer satisfaction and effective management of customer relationships haven clearly become top organizations imperatives. One of today’s best-kept secrets is that service, support and maintenance revenues are the primary drivers of economic growth and customer relationship management. In fact, in enterprise software, it accounts for 70% of total corporate revenue growth and 60% of Earnings per Share (EPS). At the same time, however, they are looking to reduce the cost of support, which accounts for almost 50% of a company’s IT budget (on average). In addition, to meet the support needs of their clients without increasing the latter’s expenses, support providers are turning to automation technologies that enable such capabilities as proactive identification and resolution of problems, remote access systems and delivery of fixes. In this presentation, the speakers will address leveraging a proactive support solution, in order to increase customer service levels, reduce SLA penalty payments, significantly reduce the number of customer complaint and support calls received, and service customer needs with a much higher response time.

Presented by:

Serge Forest
CEO
Paraxip Technologies
Robert L. Jones
Vice President, Mass Markets Sales Support Operations
Qwest
Sherry Harmon
CEO
NextNine Inc.
Erik Linask (Moderator)
Associate Editor
TMC
Mark Scott
President and Founder
The Utility Company

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Video in the Call Center
(CC-07)

Tuesday - 09/11/07,  8:00-8:45am

With the emergence of wireless conversational video phones, the long-awaited video call center is poised to take off in a big way. What video applications have early momentum in North America? How do you get your video enabled IVR, call center or portal tied into the North American cellular network? And what does the shift from traditional voice-based call centers to multimedia call centers mean in terms of an expanded customer experience and a new set of challenges to the enterprise and service provider? Come to this session and find out what the buzz is all about when it comes to Video in the call center.

Presented by:

Erik Linask (Moderator)
Associate Editor
TMC
Michael Remacle
Sr. Director Segment Management
Level 3 Communications
Dwight Irving, PhD
Applications Manager
Dialogic Corp.
Brian A. Davidow
Manager, Sales Support
CosmoCom

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Call Recording: Benefits & Challenges
(CC-08)

Tuesday - 09/11/07,  8:45-9:45am

Call recording systems have become an essential component for managing call center performance. VoIP offers many benefits to the call center, however, it is crucial that the same high standards we have grown accustomed to when recording calls in a traditional telephony environment be maintained in the VoIP environment. This session is designed to provide call center managers, operational personnel and decision makers with the level of understanding needed to ensure appropriate call recording capabilities are take into account during a VoIP migration or conversion. Among the critical issues to be discussed are: • The differences between recording in traditional and VoIP telephony environments • The pros and cons of ‘passive’ versus ‘active’ VoIP recording methods • Aligning the choice of VoIP recording architecture with business needs • Specifics of recording in leading VoIP vendor environments

Presented by:

Tom Milligan
VP of inContact Operations
UCN
Russell Shaw (Moderator)
IP Telephony Blogger
ZDNet
Brian Spraetz
Senior Solutions Consultant
NICE Systems
Bob Cordes
VP Product Management
Telrex

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Call Center Urban Myths
(CC-09)

Tuesday - 09/11/07,  1:30-2:15pm

There are many misunderstandings surrounding VoIP and its deployment and daily use within the contact center. Come here the real story on VoIP in the contact center — the successes you can achieve and the common pitfalls to avoid.

Presented by:

Rachel Wentink
Director, Product Management
Interactive Intelligence

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Beyond Boundaries: Exploring the Virtual Call Center
(CC-10)

Tuesday - 09/11/07,  2:30-3:15pm

A virtual contact center can help your business break down boundaries to offer exceptional versatility in building an agile business infrastructure that allows your company to employ and retain highly skilled individuals wherever they are, quickly respond to dynamic market conditions and lower operating costs through a converged architecture. Understand how you can build a virtual contact center that meets your specific business requirements to eliminate walls and geographic limitations. Your customers will receive enhanced service because their requests are handled more promptly and directly by the most appropriate available person. And, your representatives and managers gain more variety and flexibility in their work environments leading to higher morale and lower turnover. Come to this session and learn all about the virtual call center.

Presented by:

Greg Pisano
Director of Market Development
BlueNote Networks
Paul Lutz
Multimedia Applications - Product Marketing
Nortel

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Leveraging Hosted PBX Services in the Contact Center
(CC-11)

Tuesday - 09/11/07,  3:30-4:15pm

As small to medium sized businesses continue to adopted hosted IP PBX services, challenges still remain in the area of feature equivalency with traditional premise based solutions. This feature equivalency challenge introduces a barrier to market adoption and potentially increases customer churn and creates satisfaction issues. One area of specific concern is the ability for the hosted PBX to support the needs of small call centers. Businesses require call center functions (ACD queues and overflow facilities) that are well integrated with traditional IP PBX functions (find-me/follow-me, remote office). The call center functions of IP PBXs are limited. Applications such as recording, auto-dialing, web-based monitoring, and call center statistics are lacking. In this session, we will explore not only methodologies to resolve this equivalency challenge but also investigate mechanisms to truly enhance the hosted experience with integration with complimentary third party hosted services, such as hosted CRM, automatic dialers, and follow the sun customer service facilities.

Presented by:

Bill Miller
COO
CTI Group
Mike Ross
President & CEO
Acredo Technologies, Inc.

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SAAS Panel: Opportunities & Challenges
(CC-12)

Tuesday - 09/11/07,  4:30-5:15pm

The call center today is a very different entity than it was in years past. Traditionally, needs were adjusted to fit with the physical call center’s rigid structure — size and physical location restrictions meant business was conducted in one way and one way only. Today, call centers are being built to easily alter to not only meet, but anticipate, organizations’ needs. Via call center solutions capabilities being delivered via software-as-a-service, companies with flexible contact center needs can scale up and down as needed, can locate resources anywhere in the world but conduct contact center business as a unified whole, can add capabilities and capacity in minutes, and can even design and customize their own solutions according to their very unique methods and needs. Not only can companies with flexible contact center requirements build their perfect call centers via software-as-a-service, they can do it with little or no upfront capital expenditures. Come learn how software-as-a-service for the call center benefits customer service organizations of all sizes: from large enterprises down to just a few agents.

Presented by:

Mike Zirngibl
President and CEO
Angel.com
Sherry Harmon
CEO
NextNine Inc.
Russ Maney
VP of Marketing
Smoothstone
Mansour Salame
President and Chief Executive Officer
Contactual, Inc.
Prem Uppaluru
President & CEO (Co-Founder)
Transera Communications, Inc.
Tom Keating (Moderator)
VP of TMC/CTO/Executive Technology Editor
TMC

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IP Contact Center Shootout
(CC-13)

Wednesday - 09/12/07,  8:15-10:00am

Come hear several industry leaders explain and debate the relative merits of their IP Contact Center solutions. Fashioned after ITEXPO’s successful long-running IP PBX Shootout, this double session promises to be a lively, engaging session where industry leaders candidly discuss their products and their competition. This unique opportunity enables you to get live information directly from the “horses’ mouths” as you will be given a the chance to ask the panel your own insightful questions. Truly a can’t-miss session.

Presented by:

Tom Keating (Moderator)
VP of TMC/CTO/Executive Technology Editor
TMC
Thomas M. Chamberlain
Director, Business Process Marketing
Aspect Software
Brad Herrington
Senior Product Marketing Manager – Contact Center
Interactive Intelligence
Mark Morell
Leader - Multimedia Applications Marketing
Nortel

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Do Advancements in Mobile CRM Make the Laptop Obsolete?
(CC-14)

Wednesday - 09/12/07,  10:15-11:00am

Imagine a world where field-based employees are given a wireless device instead of a laptop computer. That day may be closer than you think. These employees will still need the same easy access to their CRM system from their mobile device, as they enjoyed from their laptop computers. How then will field-based staff adjust to a new way of accessing their customer information? For these employees, the rate at which they adopt CRM software technologies will depend on the experience they have using it with their device. In other words, the mobile device will impact their adoption rate of the CRM solution. In this session, we will explore the business impact that advancements in mobile technologies have had on how end users adopt CRM solutions. In addition, learn how the employee adoption rate of a CRM solution can affect an SMB’s top business objectives – namely to increase revenue, sales effectiveness, market share and ultimately create a better customer experience.

Presented by:

William Anderson
Executive Vice President, Technology
Maximizer Software Inc.

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Customer Analytics: Strategies for Success
(CC-15)

Wednesday - 09/12/07,  12:45-1:30pm

Companies gather customer data from a range of touchpoints, including purchase history, Web browsing, customer support records, and of course the call center. Yet effectively analyzing this data in ways that can improve future customer interactions is the key. What is best call center strategy for a given customer, in light of his or her preferences, behaviors, purchases, and online activity? What product package should be offered, and how should it be presented? Most importantly, how does this customer data fit into — and inform on a continuing, dynamic basis — the company’s overall marketing program? This presentation will discuss the very latest strategies, techniques, and technologies for analyzing customer data and how companies use it to drive new levels of call center success. We will look at how customer analytics and enterprise marketing management can complement existing customer relationship management practices to deliver more personal and compelling offers throughout the customer lifecycle and across all customer touchpoints.

Presented by:

John Keyes
Director of Product Management
SoundBite Communications
Jay Henderson
Director - Segment Management
Unica Corporation

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Open Source: Too Good to be True?
(CC-16)

Wednesday - 09/12/07,  1:45-2:30pm

This presentation will go over the effects of using open source VoIP technologies in the contact center, including the reduction in overall costs and dependence on outside firms as well as the increase in control and customization with existing internal systems. Topics covered will include a comparison of open source and proprietary options at several levels from agent telephones and computers to servers and telephony systems. Also, several real-world examples of how enterprise-level contact centers are using open source to varying degrees to improve their business.

Presented by:

Tara Spalding
Vice President Corporate Marketing
SugarCRM
Matt Florell
President
eflo.net Consulting

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Welcome to the Era of Care 2.0
(CC-17)

Wednesday - 09/12/07,  2:45-3:30pm

Care 2.0 is about optimizing interactions in an emerging and even staggeringly different “care” environment. Yesterday’s standards in serving a company’s “customers” are quickly being eclipsed by the demands of a population of consumers, partners and employees who are increasingly influenced by communities, who are increasingly mobile, and who are seeking goods and services in an environment where the time between innovation and commoditization is ever shorter. Retaining, satisfying and efficiently servicing “customers” in the era of Care 2.0 requires new capabilities to support, communicate with and understand “customers.” This presentation will address what is needed to realize Care 2.0 success.

Presented by:

Mike Roy
VP of Client Development & Solutions
StarTek
Lynda Kate Smith
Vice president and general manager, Care Business Unit
Nuance Communications

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Prepare Your Network for Enterprise VoIP
(E-01)

Wednesday - 09/12/07,  8:15-9:00am

As enterprises increasingly consider VoIP it becomes apparent that among the considerations they need to be aware of is preparing their network to carry converged voice and data traffic. The speakers will educate the audience on why and how to do a network assessment. Subjects covered will include: • Common misconceptions about voice quality • Types of problems that lurk in the network • The practical steps involved in performing a preliminary network assessment before VoIP is installed • How to perform a post-installation assessment • How to verify that VoIP is working effectively over the data network • The value of the network assessment — and risks of not doing it; and more.

Presented by:

Phil Edholm
Chief Technology Officer and Vice President of Network Architecture
Nortel Networks, Enterprise Networks
Sanjay Kalra
Director of Product Management
Juniper Networks
David Fridley
Senior Product Manager, IP Telephony Solutions
Toshiba Telecommunication Systems Division
Erik Linask (Moderator)
Associate Editor
TMC

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Make Your Transition to VoIP a Success!
(E-02)

Wednesday - 09/12/07,  9:15-10:00am

Establishing a plan to transition voice communications to the data network is a complex process with many uncertainties. Without the right information, IT directors are forced to make poorly informed decisions that can directly affect the future of corporate communications. This session is all about making the transition to VoIP, from analyzing and preparing the network to providing a bridge between the VoIP equipment and legacy TDM equipment, to considering hybrid TDM/IP solutions on the way to a full VoIP deployment.

Presented by:

Erik Linask (Moderator)
Associate Editor
TMC
Tim Moynihan
Vice President, Global Marketing and Sales Support
Envox Worldwide
Kerry Shih
Founder
SyncVoice Communications, Inc.
Vince Connors
Product Line Manager
Dialogic Corp.

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Decisions Decisions… Hosted Versus Premise based VoIP Deployment
(E-03)

Wednesday - 09/12/07,  10:15-11:00am

Every enterprise that has already chosen to deploy VoIP still has another decision to make. “Should we bring the solution in-house and manage it on premises, or should we opt for a hosted solution?” Both options offer certain benefits and certain drawbacks in terms of cost, management, flexibility, and so on. If you’re already sold on the benefits of moving your phone system to IP, but you still have questions over how to deploy, then this session is right for you. Don’t miss out!

Presented by:

Mohamed El-Mohri
Chief Technology Officer/President
Dialexia
David Willis (Moderator)
Distinguished Analyst and Chief of Research
Gartner, Inc.
Becky Davis

Siemens Communications, Inc.
Frank Grillo
Executive Vice President, Enterprise Services
Cypress Communications

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Video Makes Its Way Into the Enterprise
(E-04)

Wednesday - 09/12/07,  12:45-1:30pm

Video communications for the enterprise is coming sooner than you think! With IP telephony becoming more widespread, video conferencing technology has progressed, and it is moving from boardroom systems to desktop systems and from isolated end-points to systems that are integrated with the corporate IP-PBX. In addition, video has moved from ISDN (H.320) to video over IP (H.323, SIP) — ushering in a whole host of benefits. This session will examine what new capabilities are available and the value added with the integration of video with the enterprise IP-PBX.

Presented by:

Philippe Schwartz
Chief Executive Officer
ooVoo
David Fridley
Senior Product Manager, IP Telephony Solutions
Toshiba Telecommunication Systems Division
Stefan Karapetkov
Senior Technology Advisor
Polycom Inc.
Richard Grigonis (Moderator)
Executive Editor
TMC

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Enterprise Network Management
(E-05)

Wednesday - 09/12/07,  1:45-2:30pm

The ongoing convergence of enterprise voice and data networks combined with growing overall traffic volume, increased numbers of discrete applications and a broadening array of systems and servers is presenting formidable challenges to the integrated network operations staff tasked with assuring voice and data service quality. This presentation will outline best practices for network operations managers and other staff managing voice and data service performance to deliver cost-effective, simplified and proactive network management.

Presented by:

Chris Nabinger
Chief Technology Officer
MASERGY
Ronald Potter
Best Practices Manager
TeamQuest
Ronald Potter
Best Practices Manager
TeamQuest
Amy Kucharik (Moderator)
Site Editor
TechTarget Networking Media
Brian Wilson
Principal Engineer
NetScout Systems, Inc.

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Securing Enterprise VoIP
(E-06)

Wednesday - 09/12/07,  2:45-3:30pm

As VoIP moves from the Intranet to Internet, security has gone from being a nice-to-have feature to a fundamental requirement. This session will look at what is required and how security works in VoIP systems. It will consider the types of attackers, their motivations, and the attacks that have been observed on a wide variety of real deployments. It will then explain the various mechanisms that are available to provide authentication, authorization, integrity, and confidentiality.

Presented by:

Kevin Flynn
Sr. Manager, Security Technology Marketing - Unified Communications
Cisco
Sanjay Kalra
Director of Product Management
Juniper Networks
Patrick Young
CEO
Arlinx, Inc.
Richard Grigonis (Moderator)
Executive Editor
TMC

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Future Trends
(EI-01)

Wednesday - 09/12/07,  8:15-9:00am

The history of the VoIP market is well documented form the earliest days of VocalTec’s seminal offerings to the current patent battle being played out in the courts between the telecom giants of the legacy world and the upstart VoIP providers who hope to dethrone the incumbents. Beyond the courtroom dramas however, innovative companies are dreaming up new applications and new services that are designed to take advantage of a world that’s moving to IP. This session will feature some forward thinking experts who will shed some light on what trends are driving this industry forward and what the future will look like. IMS, FMC, presence, next-gen communications and collaboration tools… Want a peek beyond tomorrow? Then this session is the one for you.

Presented by:

Thomas B. Cross
CEO
TECHtionary
Richard D. Birckbichler
Vice President Sales
SolaCom Technologies Inc.
Aron Rosenberg
CTO & Founder
SightSpeed
Jim Mcloughlin
Sr. VP. Business Development
Ojo (Worldgate)
Matt Clark (Moderator)
Principal, Valuation Services
Deloitte Financial Advisory Services LLP

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Business Continuity and Disaster Planning
(EI-02)

Wednesday - 09/12/07,  9:15-10:00am

With the threat of natural disasters, pandemics and terror attacks as well as a host of other non-planned business disruptions, being prepared means providing employees with the ability to communicate effectively around the clock no matter where they happen to be. Communication technologies now allow for in case of emergency access to information by displaced employees. Among other issues, this session will focus on: • Leveraging broadband connectivity at branch offices to deploy VoIP • Application and VoIP performance requirements for remote workers and branch office users. • Teleworking scenarios and how they fit into a robust business continuity plan. Don’t be caught off guard. Attendees to this session will leave with a basic understanding of what they need to make sure they are able to conduct business through any disruption.

Presented by:

Shrikant Latkar
Sr. Manager Solutions Marketing
Juniper Networks
Jill Adams
President
SuiteCommute, LLC.
Emmitt R. Wells
Security & Communications Practice Director - NA Marketing
Getronics
Richard Grigonis (Moderator)
Executive Editor
TMC

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Enterprise Voice Mashups
(EI-03)

Wednesday - 09/12/07,  10:15-11:00am

Attendees to this session will learn about the impact of Web Service delivered communications capabilities. The speaker will discuss the roles of Service Oriented Architectures, and in particular, teach the audience why they are important (they make the business process run faster, with less expense and with higher customer satisfaction), show them real life examples and describe the basic architecture and elements required.

Presented by:

Thomas McCarthy-Howe
independent consultant
-

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Regulatory Update
(EI-04)

Wednesday - 09/12/07,  12:45-1:30pm

Ever since VoIP began its tremendous growth, there has been constant talk of the how government regulation of the industry would affect consumers and providers alike. VoIP has long been a major topic of discussion at the FCC and most recently the Verizon v. Vonage lawsuit has held the attention of industry watchers. This session will serve as an update on the regulatory situation today, and will help shed some light on what today’s actions mean for the future of the industry.

Presented by:

William B. Wilhelm
Counsel
Bingham McCutchen, LLP
Mark J. O’Connor
Member
Lampert & O’Connor, P.C.

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Regulation: E-911 Update
(EI-05)

Wednesday - 09/12/07,  1:45-2:30pm

More than a year has passed since the FCC ordered VoIP Service Providers to provide E-911 to their customers. The FCC has now formed an enforcement team to review VSP’s status of compliance. This session will discuss where we have been and where we are going with VoIP 9-1-1 compliance and how to be compliant in 2007 and 2008. This session will focus on: • Regulatory letters from the FCC enforcement team: what they mean and how to be compliant. • Significant weaknesses in our 9-1-1 infrastructure that have caused roadblocks in compliance. • The Next Generation of 9-1-1; what’s coming next and how it will effect service providers. • Ongoing initiatives concerning the accurate routing of 911 calls to Public Safety Answering Points (PSAPs) across the US and Canada.

Presented by:

Justin Nelson
CEO
Dash Carrier Services
TBA

Matt Clark (Moderator)
Principal, Valuation Services
Deloitte Financial Advisory Services LLP
TBA

Jim Shepard
Executive Vice President
HBF Group Inc. / 911 Services

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VoIP Competitive Intelligence Survey
(EI-06)

Wednesday - 09/12/07,  2:45-3:30pm

Analysts estimate that residential adoption of VoIP service is bound to grow exponentially from 6.9 million homes in 2006 to over 23.7 million homes in 2010. The SMB and enterprise market forecasts are equally aggressive. Even so, VoIP reliability and audio clarity remain important factors that limit the widespread adoption of VoIP in consumer markets. Keynote Systems measured and evaluated the performance of more than a dozen consumer VoIP Service Providers as part of a competitive intelligence study. To hear the results of this important survey, attendees are invited to this session. Don’t miss out!

Presented by:

Rajeev Kutty
Product Manager
Keynote Systems, Inc.

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Unified Communications Overview
(UC-01)

Monday - 09/10/07,  9:00-9:45am

Unified Communications is the unification of presence, real-time communications (IM, telephony, video and application sharing) and near-real-time communications (e-mail, voicemail, short message services) into a single user experience. UC can provide businesses of all sizes with improved customer service, better return on investment, and a significant competitive advantage. But before IT managers purchase a new communications system, it is important that they explore the variety of ways that companies can use newer unified communications solutions. This session will address how to evaluate, select, implement and take full advantage of unified communications.

Presented by:

Francois Depayras
Vice President of Sales and Marketing
Ensim Corporation
Peter Ely
Convergence Specialist
Nortel
Richard Ready
Sales Engineer
Applied Voice & Speech Technologies, Inc.
Barry Marks (Moderator)
Partner
IntelliCom Analytics

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Things to Consider… Before You Deploy U.C.
(UC-02)

Monday - 09/10/07,  10:00-10:45am

The convenience of unified voice and data communications has long been a key convergence benefit, at least in theory. In practice, few users today find themselves operating in a truly unified environment. Solutions that have been cobbled together through acquisitions can be so complex and poorly integrated that they are simply too unwieldy to install, manage, use, and support. This session examines the requirements of practical unified communications, and how to verify that a particular solution meets them.

Presented by:

Jim Burton (Moderator)
Co-Founder
UC Strategies
Bud Walder
Enterprise Marketing Manager
Dialogic Corp.
Lior Moyal
VP of Marketing for Enterprise Gateways
AudioCodes
Jeff Ridley
Director of Product Management
ShoreTel

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Living with your U.C. Deployment
(UC-03)

Monday - 09/10/07,  11:00-11:45am

Enterprises, service providers, and other organizations deploying Unified Communications (UC) solutions must deal with a number of operational issues not typically found in either data-only or traditional voice deployments. These risks fall into several areas including regulatory compliance, network architecture, network/performance management, standards and more. Come to this session to hear the expert speakers give their views and to learn some best practices for living with your UC deployment.

Presented by:

Guillaume Le Mener
Director in the Office of the CTO
InfoVista
Scott C. Forbes, Ph.D.
Compliance Manager Law and Corporate Affairs
Microsoft
Gary Kim (Moderator)
Editor-in-Chief
IP Business
Robert Sparks III
Director of Marketing Business Development
NetSapiens

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The Dawning of Telepresence
(UC-04)

Monday - 09/10/07,  12:30-1:15pm

Today’s collaboration tools significantly boost productivity, however most users would agree that they are still no substitute for being there “in person.” Early videoconferencing solutions tried to emulate the face-to-face meeting experience, but it’s difficult to find a business executive who doesn’t have a videoconferencing horror story. A new technology, ‘Telepresence,’ promises to deliver the business-class collaboration capabilities required for today’s fast-paced global economy. This session will examine this new technology and where it fits in an overall unified communications strategy.

Presented by:

Jon Arnold (Moderator)
Principal
J Arnold & Associates
Erica Schroeder
Manager, Emerging Technologies Marketing
Cisco
Bob Romano
VP of Enterprise Marketing
RADVISION
Simon Downey
Product Manager
Codian Videoconferencing

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Extending Security to the U.C. User Community
(UC-05)

Monday - 09/10/07,  1:30-2:15pm

As enterprises increasingly deploy UC, they find themselves under increasing pressure to extend networks beyond trusted domains, in order to enable soft clients, WiFi/dual-mode phones, remote IP phones, and Web phones that extend unified communications beyond the enterprise main office. With users less confined to headquarters, enterprise networks are becoming increasingly complex and susceptible to security breaches. This presentation will examine a number of common threats including reconnaissance, Denial of Service (DoS)/Distributed Denial of Service (DDoS), Stealth DoS, spoofing and VoIP spam, in order to explore the best practices methods to secure all VoIP, IM and other IP communication applications from threats that endanger the continued exchange of time-critical, business-sensitive information.

Presented by:

Jeffrey Stern
VP, Business Development
KoolSpan, Inc.
Kevin Corson
Founder & CEO
High-Tech Broadcasting Network (HBN Inc.)
Ken Camp (Moderator)
Speaker - Author - Consultant
IPADAdventures
Eric Winsborrow
Chief Marketing Officer
Sipera Systems
Dominic Chorafakis
Senior Product Manager
BorderWare Technologies Inc.

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Unified and Good to Go.. A Look at Mobility
(UC-06)

Monday - 09/10/07,  2:30-3:15pm

Mobile Unified Communications (UC) extends the functionality of enterprise IP PBXs and related services such as Presence, IM, Corporate Directory and Conferencing to a variety of smart phones and dual-mode devices over WiFi/Cellular networks. This “enterprise communications everywhere” approach gives users the ability to tailor, control and manage calls, messages, and information from any location at any time. For enterprises and IP professionals, mobile UC optimizes business communication, saves money and increases productivity. Increasingly, mobility means access to a wide range of applications that go beyond communications, to deliver insight and awareness into a business’ daily operations. Mobility means delivering the best business experience possible anytime, anywhere, across any network. This presentation will discuss the next-generation of mobility applications such as UC, asset tracking and logistics, supply chain management, sales force automation and point of sale/care, etc… and how they are helping organizations to improve productivity, increase revenue and provide an enhanced customer experience.

Presented by:

Sudeep Gupta
Sr. Product Manager, Mobile UC
Cisco
David Hattey
President & CEO
FirstHand Technologies

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Unified Communications in a Hosted Model
(UC-07)

Tuesday - 09/11/07,  8:00-8:45am

As businesses are becoming more mobile and distributed, the need to become more available, more productive, and more customer-centric has also magnified. Legacy premise bound devices such as telephones, fax machines, and mail addresses have given way to cell phones, e-mail and mobile computing devices. People today want the ability to reach everyone, anywhere, anytime, from any network, device or application they choose. A unified communications offering can leverage hosted voice while running desktop software, affording businesses a certain level of flexibility. Offered in a hosted model, UC solutions can help SMBs get a premium bundle of hosted, productivity enhancing business communication software and services at a compelling price point, enabling a higher level of communication and efficiency. Come to this session to learn the benefits that these types of solutions can offer at both the service provider and business level.

Presented by:

Jeanne Sauer
VP of Field Marketing
Sylantro Sytems
Walter A. Snell
President and CEO, Founder
Pandora Networks

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Panel Discussion: Streamline and Integrate Your Business Processes
(UC-08)

Tuesday - 09/11/07,  1:30-3:15pm

Companies are under pressure to improve the speed and efficiency of their business processes. Although there has been much focus on improving worker productivity and on making systems communicate efficiently with each other, there has been little focus on improving processes that require significant human interaction. With the combination of IP Telephony and Web services, organizations can now quickly and efficiently embed real-time interactive communication services into a range of internal business processes to enhance collaboration, quicken decision-making and improve productivity. The panelists will explore the technical requirements needed for SOA, such as interoperability with other applications and processes, reliability, redundancy and security. The speakers will also provide real-world examples of how businesses can effectively use this dynamic to improve their business processes.

Presented by:

Rick Ringel

Mitel
Cary Tengler
Director of Partner Development
Level 3 Communications
Becky Davis

Siemens Communications, Inc.
Barry Marks (Moderator)
Partner
IntelliCom Analytics
Ernie Wallerstein
President
Zeacom
Nicholas Branstator
General Manager
VoodooLabs
Mark Ericson
Director, Technology & Product Strategy
Bluenote Networks

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Don't Forget Fax
(UC-09)

Tuesday - 09/11/07,  3:30-4:15pm

Despite the repeated predictions of its demise, fax continues to be a core communications technology for a wide range of businesses. Legal, real estate and medical businesses still rely heavily on the easy to use transmission of documents that fax provides. The pure simplicity of inserting a page, entering a phone number and pressing START is hard to beat. At the same time, the concept of “paperless” offices that transmit, receive and store legal, technical or hand-written documents is on the rise. The introduction of unified communications has given the technology new life, but also led to a number of challenges in compatibility and reliability. By attending this session, you will learn to recognize these difficult challenges and a number of solutions that will enable fax in unified communications applications.

Presented by:

Alan Percy
Director of Business Development
AudioCodes
Brian Keep
Marketing Director
FaxBack
Sharone Ben-Levi
VP of Marketing for Enterprise Enhanced Services
AudioCodes

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Future Trends in Unified Communications
(UC-10)

Tuesday - 09/11/07,  4:30-5:15pm

In this session, the presenters will discuss current trends and focus on future directions for unified communications. UC has generated a lot of hype to date, but not a lot of customer installations so far. The speakers will separate the hype from the reality and show how unified communications is about to become not only the “killer app,” but a true business necessity. Future directions to enhance collaboration, communications, and mobility for your workforce will be discussed, as well as how these solutions work together to reduce the latency in human communications.

Presented by:

Lou Guercia
CEO
Web Dialogs
Becky Davis

Siemens Communications, Inc.
Alec Saunders
CEO
iotum
Gary Kim (Moderator)
Editor-in-Chief