Moderated By: Don Van Doren is Principal of UniComm Consulting
Participating Companies: Serge Hypollite ,Director, Interaction Product Management, Aspect Software; Ross Daniels, Director of Unified Communications Solutions Marketing, Cisco ; Tara Mahoney, Nortel Communications Enabled Business Solutions Portfolio Leader; Chris McGugan, Vice President Contact Center Solutions and Product Marketing, Avaya; and Brad Herrington, Manager, Solutions Marketing, Interactive Intelligence
On Demand - Live Date: April 2009
Contact centers are one of the first examples in voice communications where people, process, and technology were combined to focus on solving a specific business problem – answering inbound customer calls efficiently. Unified communications is now bringing new capabilities to help contact centers meet their goals. UC enables an agent to get help answering a challenging question. Send an IM to a supervisor; or use presence to find an expert who is available right now. And that’s just the start. There is much more interest in understanding how contact centers can take advantage of unified communications.
This webinar explores these new capabilities. Find out how enterprises are taking advantage of them, and what is coming on the horizon. Join Don Van Doren as he moderates a panel of vendors to discuss the opportunities and the challenges of incorporating UC concepts into our centers. What works? What doesn’t? We’ll discuss the theory, but also look at examples of successes and failures.
Don Van Doren is Principal of UniComm Consulting, an independent UC consulting firm, and a co-founder of www.ucstrategies.com. Don is also President of Vanguard Communications, well-known for its contact center consulting work.
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