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Conferences

Conference Program At-A-Glance
(pdf - 2.43MB)

Exhibitor Prospectus Now Available
(pdf - 1.34MB)

Track: IP Contact Center Summit
(IPC)

Benefits of VoIP in the Contact Center
(IPC-01)
Wednesday - 01/25/06,  10:15-11:00am
With the versatility that VoIP offers, contact centers will now have the opportunity to redefine themselves. By breaking out of the traditional telephony boundaries and utilizing the benefits of VoIP, contact centers can engage in more dynamic dialogues and value-added interactions. Branch offices, as well as back offices, become part of the overall customer service delivery channel. In this session, we will explore these opportunities and discuss the things that an organization needs to be thinking about to take full advantage of the opportunity that VoIP delivers.
Presented by:

Cary Fulbright
VP of Marketing
Five9, Inc.
Oscar Alban
Principal, Global Market Consultant
Witness Systems
Joe Staples
Senior Vice President, Worldwide Marketing
Interactive Intelligence
Stuart Elby
VP, Network Architecture and Enterprise Technology
Verizon Wireless
Bart Delgado
Director of Contact Center Solutions
Inter-Tel
Neal Shact (Moderator)
President
CommuniTech Services
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Essentials in Evaluating IP Contact Center Solutions
(IPC-02)
Wednesday - 01/25/06,  11:15am-Noon
Increasing demand for 24x7x365 service, workforce globalization, open standards and rapid technological innovation have all converged to set the stage for the IP contact center. And while IP solutions offer great potential when it comes to extending the contact center across the enterprise the marketing hype surrounding the advent of VoIP can set organizations up for disappointment if they jump in head first without truly considering the practical implications. In this session, we will uncover a series of “essentials” that a truly effective IP solution should have — and examine real-world examples that put these essentials to the test. Learn from the experience of successful implementations how to overcome your technology challenges and take advantage of the cost savings, increased flexibility, and enhanced productivity an IP contact center delivers.
Presented by:

Serge Hyppolite
Director, Product Management
Aspect Software
Shelli Feigenbaum
Marketing, Director Enterprise Multimedia Applications
NORTEL
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Keeping the Customer First
(IPC-03)
Wednesday - 01/25/06,  1:00-1:45pm
The next decade of customer care will feature everything from true multimedia contact solutions to seamless multi-site integration to dynamic use of varying service models including self-service that are optimized for specific customers. In this session, attendees will learn about real customer deployments and how the latest IP-based routing software improved their business, as well as the important technical issues required of next-generation routing and how the latest IP systems solve fundamental routing challenges. The speakers will provide real-world business cases about the challenges faced by their customers and how deploying an IP-enabled, software-only system allows them to address the challenges by focusing on improving their contact routing capabilities.
Presented by:

Rob McDougall
President
Upstream Works
Lori Kendall
Vice President Products and Services
Transera Communications, Inc.
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IP Contact Center Shootout
(IPC-04)
Wednesday - 01/25/06,  2:00-3:45pm
Come hear a group of industry leaders debate and discuss the relative merits of their IP Contact Center solutions and the overall state of the IP Contact Center industry. This double session promises to be a lively, engaging look at what the industry leaders have to say about their products and their competition. This unique opportunity enables interested parties to get live information directly from the “horses’ mouths” as attendees will be given an opportunity to ask the panel their own insightful questions. Past shootouts have covered topics as diverse as the benefits of transitioning to IP in the contact center, offshoring, remote agent strategies, and more.
Presented by:

Dave Gilbert
CEO
SimpleSignal
Diane Shariff
Director of Communications Applications
Avaya, Inc.
Harold Maddela
Vice President of Sales
EagleACD
Rob McDougall
President
Upstream Works
Oscar Alban
Principal, Global Market Consultant
Witness Systems
Barry Vasudevan

NICE Systems
W. Scott Seebauer
Senior Director Product Management
Telephony@Work
Jonathan Phillips
Senior Solutions Architect
NORTEL
Roman Lewis
AVP, Central and Western US
CosmoCom
Bill Lesieur (Moderator)
Director, Network Business Quarterly (NBQ)
Technology Business Research
Bart Delgado
Director of Contact Center Solutions
Inter-Tel
Serge Hyppolite
Director, Product Management
Aspect Software
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