Presented By: Ian Jacobs, Senior Analyst, Datamonitor; Laura Bassett, Director, Contact Center Solutions, Avaya
On Demand: Live Date April 09
Contact centers are increasingly critical to the success of the mid-sized business. As businesses struggle to compete in this difficult economic environment - contact centers are at the heart of delivering quality customer service and generating exceptional customer loyalty. At the same time, the contact center is under increasing financial pressure to control costs and deliver service more efficiently.
Key topics which will be covered:
Leading industry analyst, Ian Jacobs from Datamonitor will provide valuable insight into key developments in communications technology which can help contact center managers address the unique pain points of the mid sized business, specifically focusing on the need for flexibility and ease of management while coping with limited financial and personnel resources. Avaya will present several scenarios on how contact center solutions can deliver business results while satisfying evolving customer service needs, and agent/administrator resource constraints. Laura Bassett will discuss how communication solutions which focus on improving daily operations can make the life of supervisors, agents, and administrators easier and result in improved performance, efficiency, and reduced total cost of ownership.
About the Presenters:
Datamonitor: Ian Jacobs, Senior Analyst. Ian is a member of the Customer Interaction Technologies team, covering contact center markets and technologies. With a strong focus on core routing technologies and customer experience issues, Ian monitors and analyzes emerging trends, technologies and market dynamics in the contact center, speech and CRM industries.
Avaya: Chris McGugan is the vice president of Products & Marketing for the Contact Center Solutions group. His teams are responsible for delivering market-driven products and solutions for global contact center users. Chris is active in many technology standards bodies and industry associations, driving the advancement of networking technology.
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