Presented By: Ian Jacobs, Senior Analyst of Customer Interaction, Ovum; Sponsored by Genesys and Siemens Enterprise Communications
On Demand- Live Date: October 2009

Customer service business strategies for call routing and instant communications have changed dramatically over the past few years. Contact centers have improved productivity, profitability, and have experienced significant cost reductions by better managing interactions with their customers within the contact center as well as across the back office and front office. New technologies including IP have played a major role in these improvements. Ian Jacobs, Senior Analyst of Customer Interaction at Ovum  provides an overview of the steps organizations must take to break down the silos between contact center operations and other parts of the organization to implement a successful customer service strategy.

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