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Why it May be Time to Move Your Contact Center to the Cloud


Presented By: Five9

Presented By: Dave Van Everen, Vice President Online Marketing, Five9; and Art Schoeller, Principal Analyst, Application Development & Delivery, Forrester Research, Inc. 

 On Demand Date: October 2012  


Contact center applications have been available in the cloud for more than 20 years. However, until recently many enterprises have elected to deploy and maintain on-premise technology to support their contact center operations. With recent advances in available cloud-based technology and the increasing adoption of cloud applications to support other business processes within a company, the benefits of moving your contact center technology to the cloud have never been greater.

This webcast compares the general cloud computing growth trend versus cloud-based contact center applications that manage real-time interactions, and detail the business benefits of moving your contact center to the cloud. Attendees will learn what elements cause leaders to now consider cloud an option and what factors are critical to success. The webinar also helps application development and delivery professionals assess their options and choices. Listen to this webcast to learn more about this critical new trend in the contact center industry.

This Webcast Will Explain:  

. The reasons contact center leaders now consider cloud an option
. How to decide whether the cloud is right for your operation
. Critical success factors when moving to the cloud
. The business flexibility advantages offered by cloud-based technology
. How your peers have used a cloud solution for competitive advantage

Who Should Listen to This Webcast:

. Contact center and operations executives looking to improve their overall business performance and lower costs
. Company leaders launching new business initiatives in the contact center
. Executives frustrated by the limitations of on-premise contact center infrastructure


About the Speakers

David Van Everen, VP of Online Marketing  
With more than 10 years of experience delivering market-leading call center solutions, David Van Everen leads all product management initiatives at Five9. Prior to joining Five9, Van Everen was a Director of Product Management at Genesys Telecommunications, where he led multiple product management and development teams spanning workforce optimization, call routing, multimedia and web interactions, CRM and ERP integrations, enterprise workflow, unified communications, and vertical solutions. With extensive call center expertise, Van Everen has written several articles on call center topics that are still in publication today, and has co-authored a patent. He holds a B.F.A. in Painting from California College of the Arts in the San Francisco Bay Area.



Art Schoeller, Principal Analyst, Application Development & Delivery, Forrester Research, Inc. 

Art Schoeller's 35 years of experience spans the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.

In addition, Art has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft, he led the development of a unified communications and collaboration solution with Accenture that drove $500M in software and services sales, and 1 million seats of cloud computing. Art also filled leadership roles in analyzing these markets while holding director level positions at Gartner Group, Yankee Group, and now Forrester Research. In these roles, he did industry leading research on the transition to VoIP, multichannel contact centers, and speech recognition technology. 


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