Track: TMC University: SIP in the Contact Center Certification (SIP)
Enabling Home-Based Agents
|Tuesday - 09/16/08, 9:00-9:45am|
There's no place like home, which is why many contact centers have or are considering home-based agents. To set up and support them so that they can deliver quality contact handling requires technologies adapted or designed to meet their needs. This session will look at the tools necessary to make home agents successful, such as voice and data routing, agent authentication and security, monitoring, workforce management, and employee communications.
Zhenyao Mo, Ph.d
Software Engineer at Google's Chrome GPU Team
Adoption of IP in the Next-Generation Contact Center
|Tuesday - 09/16/08, 10:00-10:45am|
Today’s call centers can gracefully migrate to IP telephony and unified communications solutions, by converting their access to IP and their signaling to SIP. The SIP protocol is inherently flexible, and service providers, equipment/software vendors, and contact center operators can leverage this flexibility to build powerful multi-media applications that will enable the best possible user interface and customer service experience. The breadth and versatility of these applications translate into significant, measurable productivity gains for the enterprise. The time is now, the market is moving, and businesses large and small are building plans and implementing IP telephony in their next generation contact centers. Are You?
Regional Sales Vice President
Vice President of Business Unit and Partner Marketing
Manager of Global Unified Communications and Collaboration
Verizon Enterprise Solutions
Technology Considerations for Contact Center Evolution
|Tuesday - 09/16/08, 11:00-11:45am|
Transitioning a TDM-based call center to an IP-based contact center offers many potential benefits. But transitioning the most mission-critical enterprise application to realize these benefits is not without challenge. This session will cover the risk-reward perspectives associated with this transition:
• What new forms of contact center communications are enabled by IP?
• What new network elements are required in the next-gen IP contact center?
• What are the cost advantages of using IP in the contact center?
• What are the challenges in transitioning from TDM to IP and what are the successful migration strategies?
• What are the security and confidentiality risks?
Brendan Read (Moderator)
Senior Contributing Editor
Customer Interaction Solutions magazine
Senior Business Development Directory
Director of Product Marketing
VP of Product & Marketing
Make Your Contact Center Smarter: Best Practices
|Tuesday - 09/16/08, 12:45-1:30pm|
In this session, the speaker will highlight the best practices of 10 companies who have adopted the principles of Active Enterprise Intelligence (AEI) to make their call centers smarter. The talk will begin with an explanation of the concepts of Active Enterprise Intelligence, focusing on how frontline employees like call center agents and systems like IVR and ACD can take advantage of insights gleaned from a centralized data warehouse. The speaker will identify five kinds of call center improvements that are possible, then drill down on ten specific case studies of companies who use AEI to improve the precision, timeliness, and relevance of call center dialogs.
Welcome to the Contact Center of the Future
|Tuesday - 09/16/08, 1:45-2:30pm|
This session will serve as a fundamental look at the future of the contact center space, and how IP and IP-based technologies will help enable that future. The speaker will address the trends that will shape the next generation contact center, as well as the technology and external factors that will also play a role in defining the opportunities that lay ahead. If you want to know what factors will affect your future decision making with regards to the contact center of tomorrow, this session is a great place to start.
Unified Office Inc.
TMC University Exam
|Tuesday - 09/16/08, 2:45-3:30pm|