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Role of Communications Technology in Business Continuity
Planning & Disaster Recovery for Contact Centers

Tuesday, November 10, 2009, 2:00 PM ET / 11:00 AM PT
Recent events, both man-made and natural have increased business and regulatory focus on Business Continuity Planning (BCP) and Disaster Recovery (DR). As contact centers evolve from being a passive post-sale customer service function to an increasingly critical part of the enterprise, BCP/DR is becoming more important. A contact center that serves customers or brings in a stream of revenues cannot be off line even for a day.

This Webinar examines the role of advanced communications technology in mitigating the impact of a disruption on the operations of a contact center thereby minimizing the impact on customers, operations and ultimately on the bottom line.

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Natalie Keightley
Global Product Marketing Leader, Nortel’s Customer Contact

Natalie Keightley is the Global Product Marketing Leader for Nortel’s Customer Contact portfolio, and is based in Maidenhead, UK. In this role Natalie is responsible for the driving the messaging, promotion and visibility Nortel’s integrated suite of Customer Contact solutions, including contact center, self service, workforce optimization, applications and services. Prior to this, Natalie was the Services Marketing Director for Nortel’s Global Services group in EMEA, responsible for the Services strategy and marketing for the full lifecycle of services within the region. Natalie’s 15 year career in IT and Telecoms has focused on helping customers and businesses deploy IT and Communications solutions to achieve business results and covers business analysis, strategy development, product marketing and IT consulting.


Patricia Vella
Head of Business Continuity, Nortel

Patricia Vella is Head of Business Continuity for Nortel and has overall responsibility for Business Continuity Management across the business. This includes risk assessment, strategy development, business impact assessment, disaster recovery testing, crisis communications, IT service continuity and governance. She has considerable hands-on incident management experience including incidents such as the Mexico Swine flu outbreak in April of this year, China earthquake in 2008, London bombing 2005, as well as numerous extreme weather incidents like hurricanes, heavy snowfall and typhoons. Prior to joining Nortel, Patricia had roles spanning technology research, support management and consulting within the Telecommunications industry.


Erik K. Linask
Group Editorial Director, TMCnet

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.


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