Economics of Cloud Contact Center
Thursday May 24, 2012 11:00 AM ET/ 8:00 AM PT

Contact Center leaders are constantly grappling an economic balance. Providing exceptional service, while at the same time, minimizing labor costs, the most significant line item in any budget, and eliminating capital investments. Cloud computing solutions for the contact center have finally provided the necessary relief to managing the balance, succeeding in all goals.

This webinar will present two contact center leaders as they discuss how cloud computing has changed the economics of the contact center for companies of all sizes. Join Ken Osborn, Vice President of Marketing for Five9, Tom Rocca, President, SupportSeven, and Jack Sands, CEO of VForce.

What Attendees Will Learn
The reasons contact center leaders are adopting cloud computing solutions
How cloud computing helps to improve agent productivity, providing an improved ROI on labor expenses
The benefits of predictability in expenses, and how business performance is improved
How companies have leveraged their existing investments in infrastructure
What business improvements have your peers experienced, and how were they measured

Who Should Attend
Contact center executives looking to improve their overall business performance
Company leaders launching new business initiatives in the contact center
Executives tired of the limitations of their on-premise contact center infrastructure

David Van Everen
VP of Marketing

With more than 10 years of experience delivering market-leading call center solutions, David Van Everen leads all product management initiatives at Five9. Prior to joining Five9, Van Everen was a Director of Product Management at Genesys Telecommunications, where he led multiple product management and development teams spanning workforce optimization, call routing, multimedia and web interactions, CRM and ERP integrations, enterprise workflow, unified communications, and vertical solutions. With extensive call center expertise, Van Everen has written several articles on call center topics that are still in publication today, and has co-authored a patent. He holds a B.F.A. in Painting from California College of the Arts in the San Francisco Bay Area.

Thomas M. Rocca
President, SupportSeven & Eclipse in Action

Tom Rocca has over 30 years experience in customer service and sales technology re-engineering for customer contact centers. With SupportSeven, Tom provides a full array of customer support center services, giving his clients a quality phone/internet customer experience. He and his experienced team of experts keep a continual focus on compliance with all federal and state call center rulings.

Jack Sands
CEO, AAA Renewals

Jack is CEO of AAA Renewals, formed by Vforce to exclusively service AAA Clubs across the country. Beginning with an at-home workforce fifteen years ago before it was in vogue, Jack has built a unique business model in the respect that all of the Renewal Specialists work from home. This gives AAA Renewals a significant competitive advantage based on the fact that they are not restricted to hiring local Renewal Specialists, drawing instead from a national pool of candidates, and hiring the most qualified Renewal Specialists in the country. Previously, Jack was awarded for being a finalist in Ernst & Young's Entrepreneur of the Year Awards Program two years in a row.

Stefania Viscusi
Editor, TMCnet

Stefania Viscusi is an established writer and avid reader. She is a 2005 graduate of Albertus Magnus College, Magna Cum Laude. She currently holds a Bachelor’s degree in English and a Bachelor's degree in Communications. Stefania has had four of her poems published by “Breakwater” (an Albertus-run literary magazine) and completed a successful internship with the Connecticut Trust for Historic Preservation as a Public Relations Specialist.