Analyzing the Economics of Cloud Computing
In Contact Centers

Thursday November 10, 2011 1:00 PM ET 10:00 AM PT

Cloud computing solutions continue to gain adoption in contact centers of all sizes. As more companies evaluate these solutions as a realistic alternative to a premise-based solution, it is logical to develop a financial comparison to aid in the decision process. Because of the difference in the licensing and capital investments of these models, many companies still struggle on how to develop a true economic comparison.

In this webinar, featured industry expert Drew Kraus, Research Vice President, Worldwide Enterprise Communications Applications, Gartner, and Ken Osborn, Vice President Marketing, Five9 will discuss some of the key considerations for creating a Total Cost of Ownership comparison.

What Attendees Will Learn
What criteria their peers are using to evaluate new contact center solutions
What benefits cloud-based contact center solutions are delivering to businesses of all sizes
How to quantify the benefits of a cloud-based contact center software
How to leverage existing investments in technology

Who Should Attend
Contact Center leaders looking to improve their overall business metrics
Company leaders evaluating new contact center solutions
Contact Center Managers looking to develop a Total Cost of Ownership model

Ken Osborn
Vice President Marketing Five9

Ken is responsible for all facets of marketing at Five9, including demand generation, product marketing, marketing communications, and public relations. He has more than fifteen years of experience in cloud computing, CRM and Enterprise software. Ken was previously at, where he led marketing efforts for the Service Cloud, the next billion dollar product line for, substantially growing the market awareness of the advantages of cloud computing for Customer Service and Support organizations. Ken also spent a number of years at SAP in Product Marketing and Product Management leadership roles, working on flagship products such as Business ByDesign and CRM. He holds a BSME from the University of Vermont.

Drew Kraus
Research Vice President, Worldwide Enterprise Communications Applications Gartner

Drew Kraus is a research vice president for the worldwide enterprise communications applications team of Gartner's Technology & Service Provider Research group. His research covers contact centers, unified communications, and various contact center and converged technologies.

Before joining Gartner, Mr. Kraus spent more than 10 years in marketing voice-related technologies, focusing on market analysis and competitive positioning. His experience includes positions at Aspect Telecommunications and Octel Communications.

Chris DiMarco
Web Editor, TMCnet

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst..