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Free Webinar: Cracking the Code: Five Steps to Intelligent
Growth in Customer Service

Wednesday, September 23, 2009, 12:00 pm EST / 9:00 am PST / 5:00 pm UK

Daniel Hong
Lead Analyst, Datamonitor

Daniel Hong is part of Datamonitor’s technology R&A group where he heads the firm’s global Customer Interaction Technologies (CIT) research and consulting practice. As the program manager and lead analyst for CIT, Daniel is responsible for the tactical direction of contact center markets and voice business technology research. His focus is on analyzing trends, strategies and practices for speech recognition and IVR solutions across CRM, enterprise, desktop, mobile and ubiquitous computing environments.


Mike Betzer
President, Relationship Technology Management, Convergys

Mike Betzer is President of the Relationship Technology Management (RTM) line of business for Convergys Corporation, a global leader in relationship management. Mike is responsible for efficiently and effectively leading the development of new products and solutions, and the implementation of existing technologies into solutions for new industries and areas. Before joining Convergys, Betzer was Vice President of Strategy for Oracle Corporation. Previously, he was Vice President of On Demand for Siebel Systems, and prior to that he was Chief Executive Officer of Ineto.


Patrick Barnard
Senior Web Editor, TMC

Patrick Barnard is senior web editor for TMCnet. He is former managing editor for Multichannel Merchant magazine, a Penton Media publication focused on all aspects of multichannel marketing. He is also former associate editor for Customer Interaction Solutions magazine, a TMC publication, and also served as assignment editor for TMCnet. Barnard is also former editor of the Darien Times, a community newspaper serving the town of Darien, CT.



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