September 1-3, 2009 Los Angeles Convention Center LA, CA
Conference in Progress
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Unified Communications in the Contact Center

Tuesday - 09/01/09,  9:00-9:45am

In spite of all the attention given to enterprise unified communications (UC) in the last few years, an important component is often overlooked: the contact center. This is a mistake, as a UC strategy is just as critical to customer facing activities as it is to internal communications. This discussion will address the role that the contact center plays in a successful unified communications strategy, focusing on best practices for leveraging contact center and UC applications in tandem and how companies can make use of existing and next generation technologies to make this happen. Attend this session for a lively discussion on products, services and the state of the unified communications industry as it regards the contact center. This session is a must for anyone working on or planning to develop a UC strategy

Presented by:

Art Rosenberg (Moderator)
Principal Analyst
The Unified-View
Brian A. Davidow
Manager, Sales Support
Corey Brundage
VP of Product and Marketing
John Kelly
Regional Sales Vice President
Altitude Software

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Outbound Call Centers: Driving Efficiency and Regulation Compliance

Tuesday - 09/01/09,  10:00-10:45am

In the present economy, Call Center operators are seeking ways to do more with less. The pressures have never been so high to reduce costs, while maintaining a superior customer service. In this session, the speaker will describe recent trends in outbound contact centers, including new regulation requirements, new dynamics in agent employment and new technology advances that all combine to yield a unique opportunity for improvement. The talk finally presents architectures and best practices to leverage this context for superior business results.

Presented by:

Frederic Dickey
VP Customer Services and Product Management
Sangoma Technologies

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Next-Generation Contact Center Applications

Tuesday - 09/01/09,  11:00-11:45am

Fierce competition and the need to differentiate through the customer experience are driving the demand for agility within the contact center. Advanced contact center applications are now playing a crucial role by integrating Service Oriented Architecture (SOA) and Web services into day-to-day business applications, allowing companies to automate services and processes, while offering multiple channels of communication. In this session, participants will learn how to make the contact center more valuable to the business by incorporating next generation features like SOA and Web services to help drive greater efficiency and flexibility in the contact center, reduce costs, and speed time-to-revenue

Presented by:

RJ Auburn
Voxeo Corporation
Lawrence Ciccarelli
Director of Customer Contact Applications

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Agent Performance & ROI - What You Need to Know

Tuesday - 09/01/09,  12:45-1:30pm

In good and bad economic times, organizations should never underestimate the value and necessity of their contact center. Smart organizations know that maintaining its customer base is their number one goal. This session will focus on the necessity of agent performance management solutions in the contact center and how to build a solid business case and return on investment (ROI) for agent performance management tools. Conversation will also range to include how to get the best performance out of call center agents as well as studies on customer satisfaction and how the two can be aligned.

Presented by:

Brendan Read (Moderator)
Senior Contributing Editor
Customer Interaction Solutions magazine
Ralph Barletta
KnoahSoft, Inc
Francis Carden
OpenSpan, Inc.
James Beuoy
Director, QA & Corp. Compliance
OKS-Ameridial Worldwide

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Ensuring Quality in the Contact Center

Tuesday - 09/01/09,  1:45-2:30pm

This presentation will focus on assuring IP telephony voice quality in the contact center and the enterprise. The presenters will address concepts such as active call monitoring and multilayer monitoring, and discuss how these strategies can be used to determine when a failure has occurred or is about to occur in an IP telephony network. The conversation will include a discussion of how performance management reporting can be used to assure that service level objectives are met and how recurring failures can be identified and prevented in real-time. Proactive multi-channel testing and monitoring of contact center and communication solutions and their role in improving performance and customer experience will also be addressed.

Presented by:

Mike Burke
Vice President, Business Development
IQ Services
Joe Mumont
Product Manager Contact Center Services
Empirix Contact Center Business Unit

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Managing Your Contact Center in the Cloud

Tuesday - 09/01/09,  2:45-3:30pm

What does it REALLY mean to put your contact center in the cloud? Join John Finch, Sr. Director of Product Marketing for LiveOps, to discuss the new capabilities contact center in the cloud can offer your business while addressing top concerns -- including Four Myths surrounding the hosted contact center model.

Real-world case studies of companies who have successfully deployed an enterprise-grade hosted contact center in as short as 21 days and the benefits they have achieved through greater flexibility and operational efficiencies will be shared. He will also cover how companies have been able to leverage contact center in the cloud for greater visibility and accountability into agent performance including how to successfully deploy and manage a remote agent workforce.

Presented by:

James Finn
VP of Strategic Initiatives
Telefonica Digital

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Voice Documentation and Recording

Tuesday - 09/01/09,  3:45-4:30pm

In the wake of current economic uncertainty, more businesses are recognizing the vital importance of identifying, understanding and addressing the risks facing their organizations. In addition, companies are focusing much more heavily on practices that promote the retention of their existing customers, serving to safeguard their ongoing revenue streams. Building on these principles, the presenter will discuss how voice documentation technology is used to manage risks and ensure ethical, professional and customer-friendly employee conduct. Specific topics will include compliance, personnel development and collaboration and how voice documentation can contribute to each of these areas. This session will also address the role of VoIP call recording, the pros and cons of different implementation approaches, how to decide which is best for your operation and keys to ensure a smooth implementation.

Presented by:

Brian Spraetz
Solutions Marketing Manager
Interactive Intelligence
David Spark
Spark Media Solutions

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"In the recent IT Expo East 2009, I could feel a strong sense of community. What really impressed me was how open people were in describing their challenges. I very much appreciated all of the practical tips for improving customer service in a call center environment."
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"All sessions I attended at ITEXPO were well-presented, informative and very worthwhile. Presenters were well-versed and able to effectively educate the audience on highly technical subjects using understandable terms and examples."
James Brehm, Director of Business Development, Frost & Sullivan

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