Moderated by Lori Bocklund, President, Strategic Contact
Carolynn Chamoun, Chief Information Officer, Technology Solutions, Telerx (Aspect User)
Mike Terenzi, Manager, IT & Telecom Operations, Stahls’ (Siemens User)
Eric Barsi, Telecom Manager, CGI (Nortel User)
Jason Shugart, Director of Information Technology, Alpine Access, Inc (Avaya User)
Date: August 31st, from 1:00 pm - 2:15pm Eastern
Its time for VoIP reality check! Please join us for what promises to be a stimulating and informative discussion with the implementers of VoIP solutions. They will tackle the issues and challenges that they have encountered when implementing this technology.
Issues that were discussed include:
The four fears - Traditionally, people feared security, scalability, reliability, and quality with IP voice. Are any of these fears valid? Which fears are real and why? If they aren’t valid, what are the keys to avoiding problems?
Saving money? IP was supposed to save money. Does it cost more, less, or the same as TDM? And where do you see the big savings, if any?
Impact on Other Applications - Moving to a VoIP “phone system” has implications for other applications for the call center. Should I go to IP IVR? Do I need to change my QM system (or does it make it easier/cheaper for me to have QM now)? We will discuss what IP really means for other applications – what needs to change and what doesn’t have to change (but can, perhaps)?
Multimedia routing - We’ve talked about multimedia contact centers for years, and VoIP with multimedia routing engines can help this along. However, in practice, we still see limited multimedia management of routing and reporting. We will discuss examples of companies that are doing this well. Specifically, what is the future for text chat, web calls, and web collaboration?
Hosted solutions - How real is this as an offering for mission critical call centers that are accustomed to having control of their technology? Is there risk in buying a premise solution today that hosting will be the way to go in the future?
To listen to this debate now, please tell us your email address.