ITEXPO East 2010 - Communications Conference

January 20-22, 2010 Miami Beach Convention Center, Miami, FL
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Hosted vs. On-Premises Contact Center Solutions

Wednesday - 01/20/10,  9:00-9:45am

The perpetual innovation in communications technology virtually assures that contact centers large and small are constantly evaluating their existing solutions against available alternative. Inevitably, that conversation will eventually turn to the question of hosted vs. on-premises. Each has its advantages, and each is surrounded by the hype created by the latest features and capabilities. This session will look past the hype and get to the facts using proven guidelines for choosing the most appropriate model for you contact center requirements, based on business model, size, and available resources.

Presented by:

Serge Hyppolite
Vice President, Product Management
Aspect Software
Corey McFadden
Managing Partner
Dan Miller (Moderator)
Sr. Analyst
Opus Research
John Franco
Executive Vice President, North America
Presence Technology

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What does IP Communications Enable in the Contact Center?

Wednesday - 01/20/10,  10:00-10:45am

You’ve all read the headlines touting the benefits of IP Communications – cost savings, operational efficiency, flexibility, scalability, etc. – so it’s hardly surprising that so many businesses are looking to deploy IP-based solutions in their contact centers. This session goes beyond the basic cost benefits to consider the customer satisfaction and technological advantages of IP Communications, including how to ensure your solutions have been properly configured for maximum functionality and integration into your business processes.

Presented by:

Paul Adams
Director, Product Management
Mike Burke
Vice President of Business Development & Consulting Practice Director
IQ Services
Scott Kinka
Senior Vice President, Network Services
Evolve IP

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Building an Infrastructure for At-Home Agents

Wednesday - 01/20/10,  11:00-11:45am

Among the most prevalent contact center trends is the incorporation of at-home agents into a center’s agent pool, thanks to the stability and reliability of networking technologies. This session will consider the planning, installation and go-live stages of implementing a call center infrastructure that incorporates at-home agents. You will learn how about network setup and hardware options, along with the software required an at-home agent program, along with any special considerations specific to a work-at-home program.

Presented by:

Tim Searcy (Moderator)
Executive Director
American Teleservices Association
Mohita Chawla
Director -Business Development
Julian Flores

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Multi-channel Contact Centers - Lessons Learned

Wednesday - 01/20/10,  12:00-12:45pm

Though many businesses still use the term “call center,” the advent of IP-based communications has transformed many of them into multi-channel contact centers, where customers have a choice of media through which to contact the most appropriate customer service agents. If you are developing a multichannel contact center strategy for more effective customer relationship management, this session will discuss best practices for leveraging technology to ensure your subject matter experts are available to respond to customer concerns, along with proven tips and tricks to take back to your contact center for improved service quality.

Presented by:

Rick Chin
Solutions Marketing Manager
Interactive Intelligence
Erik Linask (Moderator)
Group Editorial Director
John Kelly
Regional Sales Vice President
Altitude Software
Jeff Ridley
Director of Product Management

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Contact Center Technology Trends

Wednesday - 01/20/10,  1:45-2:30pm

Increasingly, enterprises are confronting the ramifications of new technology implemented from the “bottom up,” as well as customer-driven demand for features and enhanced communication capabilities. This session will discuss the increasingly pervasive technologies changing the face of the contact center world, allowing businesses to accommodate those customer demands – including “outside the box” products like Google Voice and Skype.

Presented by:

Tim Searcy
Executive Director
American Teleservices Association
Raj Sharma
President and COO
Ernie Wallerstein
President for the Americas
Enghouse Interactive
Jim Courtney (Moderator)
Editor and Publisher
Voice On The Web

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Unified Customer Communications – Beyond UC

Wednesday - 01/20/10,  2:45-3:30pm

There may not be a hotter topic over the past two years than Unified Communications, but what has traditionally been missing from many UC initiatives is customer-centricity. Offering UC to customers makes customer interactions more efficient and effective, driving customer satisfaction and loyalty, revenue growth, and cost reduction. This session explores the key elements of Unified Customer Communications and explains how IP-based unified contact center technology complements other technologies to unify the overall customer experience and enable consistent businesses processes across all communication channels and all locations.

Presented by:

Rick Chin
Solutions Marketing Manager
Interactive Intelligence
John De Los Reyes
Vice President of Sales
Enghouse Interactive
Tim Searcy (Moderator)
Executive Director
American Teleservices Association
David Zibelman
Vice President Business Development

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