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Roadmap for Your Cloud-Based Contact Center

 Presented By: Genesys-Echopass

Presented By: Donna Fluss, DMG Consulting, and Gordon Campbell, VP of professional Services, Echopass  

 On Demand Date: September 2012 


Key Deployment Considerations

It’s a decision more and more companies of all sizes with contact centers are making every day. They have experience and a certain comfort level with their premise-based contact center solutions-but know that they need to find a more cost-effective solution that can help them provide a better customer experience while reducing IT and equipment requirements.

You hear the constant buzz on the web and receive a steady stream of emails about all of the advantages of migrating to a cloud-based contact center solution – but what does that mean for you? How do you prepare your organization to make the move to the cloud and make a seamless transition to cloud-based applications such as ACDs, IVR, Dialers and other support programs? 

Listen to this webcast to stay one step ahead. We guide you through the process, advise you on what to expect, and give you a clear picture on the resources required to help set the stage for a successful implementation. The webcast concentrates on:

 • Steps you can take to prepare your team for the implementation
 • Defining the project roles – what will be expected from the contact center
 • How the cloud provider helps you
 • Building the implementation project plan and timeline for your center
 • Defining ongoing responsibilities once the cloud-based contact center is in place

You will hear case studies describing key best practice elements for critical tasks.

About the Presenters:

Donna Fluss of DMG Consulting
Donna, founder and president of DMG Consulting LLC, is highly regarded as an expert on contact center, analytics and the back office. With 28 years of experience helping organizations build contact centers, and assisting vendors to deliver competitive solutions, Donna is a renowned speaker, author and source for numerous industry and business publications. She can be reached at   



Gordon Campbell, Vice President of Professional Services of Echopass Corporation
Gordon is responsible for all Implementation and Professional Services, Training, and Sales Engineering at Echopass Corporation. Previously, he was the director of the Packaged Solutions Group at Genesys Telecommunications Laboratories where he conceived and led the initial product rollout for Genesys Express. During his seven years at Genesys, Gordon also served as director of professional services and director of engineering. 



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