Track: TMC University: SAAS Certification (SAAS)
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Software-As-A-Service: The Basics
(SAAS-01)
Wednesday - 09/17/08, 9:00-9:45am
If you’ve been in the call center industry for any amount of time, you may remember the term “Application Service Provider” or “ASP.” You may frequently hear the terms “hosted” or “on-demand” thrown around. You may be dizzy with confusion as to what all these terms mean, how they are similar and how they are different. You’ve heard SaaS can save you money, but how? Is your organization suited for software-as-a-service delivery? If it can save you money, where, exactly, do those savings occur? Where does the return on investment lie? Did you know that SaaS solutions can be accounted for in a completely different way (as an operating expense rather than a capital expenditure)? What are the implications for your business? What are the benefits? Where do the pitfalls lie? After this session, you’ll be a pro at sorting out all the terms for this model of business, and you’ll know if and how it’s right for your company.
Presented by:
 | Charles Studt
VP of Product Management & Marketing
IntelePeer |  | Joseph Hofstader
Architect
Microsoft |  | Steve Crawford
VP Marketing
Jamcracker |
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Using Hosted Speech Solutions In The Call Center
(SAAS-02)
Wednesday - 09/17/08, 10:00-10:45am
Once upon a time, speech technology...for call routing, customer self-service or outbound customer contact...was something only the largest of companies could afford. It was expensive and extremely complex to administer. Today’s hosted speech solutions, however, put the important benefits of speech technology (improved customer satisfaction, vastly increased rates of successful customer self-service, better agent satisfaction) within reach of even the smallest call centers. Find out how hosted speech can be quick to implement, affordable and effortless to maintain in your contact center.
Presented by:
| Joe Fleischer
Call Center Industry Writer and Co-Author of the book The Complete Guide to Customer Support
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SaaS for Virtual Call Centers
(SAAS-03)
Wednesday - 09/17/08, 11:00-11:45am
The globalization of business has changed the way companies approach sales, customer service, and other business support functions. The need to operate across borders, languages, and cultures - and operate 24x7 - has brought new challenges and approaches to the call center function. The “virtual call center” has emerged as an operational model of choice thanks to advancements in technology. Yet with all of the progress in virtual call centers, certain challenges remain. For example, how do you accommodate work-from-home agents with disparate endpoints and devices to support? How do you adapt to new technologies? How can technology be leveraged to build context into call flows and align customer needs to agent expertise? How do you break the barriers to language to support customers distributed across the globe?
Presented by:
 | Chris Horne (Moderator)
CTO
LBA Group | | Charles Studt
VP of Product Management & Marketing
IntelePeer |  | Jean-Baptiste “JB” Piacentino
Director of Browser Communications
Mozilla |
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TMC University Exam
(SAAS-04)
Wednesday - 09/17/08, 12:45-1:30pm
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