IP and Offshoring: Options & Opportunities
Wednesday - 02/23/05, 2:00-4:00pm
Presented By: Kevin McPartlan, Vice President of Business Development, Nuasis Corporation
Ron Haigh, Senior Director of Engineering, Virtela Communications, Inc.
Ross Daniels, Product Manager, Cisco Systems
VoIP enables workers to be distributed anywhere in the world, in effect enabling outsourcing. VoIP is also a technology that lowers costs, making it possible to keep contact centers here in the States. So which is it? Is IP going to save the contact center industry or will it hasten its demise? Many companies who choose to offshore call centers to control costs may end up spending more to manage offshore installations while failing to win customer satisfaction. Attendees will explore the answers to the questions above and learn that if controlling costs is the goal, then not every company needs to offshore their call centers. Deploying IP may in fact be more cost effective than offshoring for some. For others, IP offers the opportunity to implement offshoring as part of a global customer service strategy, not just an opportunity to save money by shipping jobs overseas.