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Best Practices for Deploying a Contact Center in the Cloud

Wednesday July 18, 2012 1pm Eastern, 10am Pacific

According to Ovum, over the next several years cloud-based contact centers will continue to gain traction among enterprises as the economic and strategic advantages continue to improve and enterprises outgrow legacy infrastructure constraints.

Don’t miss this opportunity to hear how you can anticipate and plan for potential challenges in implementing a cloud-based contact center and learn what the key determinant is for a successful implementation – without any disruptions to customer service delivery.

All attendees will receive the Ovum whitepaper, “Best Practices for Deploying a Contact Center in The Cloud”

What Attendees will learn:

  • How to think differently about the contact center and cloud technology
  • How to make the most of you cloud-based contact center
  • How to avoid common pitfall when implementing in the cloud
Who should attend:
Both large and small organizations regardless of industry all share some common challenges which can be addressed directly with a Hosted/SaaS solution.
  • Executives experiencing shrinking budgets while needing to keep up with technology AND stay ahead of the competition
  • Professionals managing a changing workforce with rising customer expectations
  • Individuals needing to creating adequate disaster plans and maintain security levels

Register Today



Sponsors:

 
 
Presenters:
Daniel Hong,
Lead Analyst, Customer Experience & Interaction, Ovum

 Daniel Hong is part of Ovum Telecom group's enterprise team where he heads the firm’s global Customer Interaction research and consulting practice. As the program manager and lead analyst for Customer Interaction, Daniel is responsible for the direction of contact center, self-service and customer experience research. His work focuses on analyzing trends, strategies and practices for customer service technologies across CRM, enterprise, social media, mobile and ubiquitous computing environments. He has been quoted numerous times in Business 2.0, DestinationCRM, The Economist, Wall Street Journal, Financial Times and NPR and regularly contributes articles to Speech Technology Magazine and other publications.

Daniel has authored numerous reports, benchmark studies and articles that examine the issues, trends, opportunities and trajectories of the CI market. Over the years, he has acted as an advisor and consultant to Fortune 500 companies. He has also written many industry white papers in the customer interaction technologies and processes.

Prior to joining Ovum/Datamonitor, Daniel was a Research Associate at the Columbia Business School’s

Institute for Tele-Information, where he spearheaded the institute’s technology research initiatives for the book, Media Ownership and Concentration in America. In the past, Daniel has also worked for embedded RTOS Linux software, telecommunications and semiconductor companies in research, business development, marketing and strategic planning roles.

Ovum (formerly part of Datamonitor) is now a part of Informa Telecoms and Media.


Liz Osborn,
Sr Director, Product Marketing, Genesys


Liz Osborn brings over 20 years of marketing and sales experience in the software and internet industry to her position as Senior Director, Product Marketing for the Genesys Contact Center, SaaS/Hosted and Performance Management products. In this role, Liz is responsible for overseeing the outbound marketing and strategic direction of over 20 contact center products and solutions for both on premise and SaaS customer service markets.

Prior to joining Genesys, Liz was Senior Director, Marketing Programs for Macromedia, where she oversaw the rapid expansion of outbound marketing programs and development of the Macromedia brand. She was a co-founder and served as VP Marketing and Sales for LinkPort, a regional Internet Service Provider (ISP). She has held senior management positions at Lucent, Frame Technology and Santa Cruz Operations (SCO).

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