Presented By: Irwin Lazar, VP Communications and Collaboration Research, Nemertes Research; and George Despinic, Global Contact Center Marketing Manager, Siemens Enterprise Communications 
On Demand: Live Date - January 2011 

As communications channels evolve, so must the contact center. No longer can companies simply provide voice-based access to contact center agents; rather a successful strategy requires cost-effective support for multiple inbound channels including SMS text, voice, video, instant messaging and emerging social media such as Twitter and Facebook. A successful strategy integrates contact center systems and agents into a seamless service capable of supporting any channel from any location, via a single, unified agent platform.

During this informative webcast we look at trends in the multi-channel contact center, optimization strategies, and best practices for success.

Irwin Lazar is the Vice President for Communications and Collaboration Research at Nemertes Research, where he develops and manages research projects, develops cost models, conducts strategic seminars, and advises clients. Irwin is responsible for benchmarking the adoption and use of emerging technologies in the enterprise in areas including VOIP, unified communications, video conferencing, social computing, collaboration, and advanced network services.

A Certified Information Systems Security Professional (CISSP) and sought-after speaker and author, Irwin is a blogger for No Jitter, The Enterprise2Blog, and Network World's "Masters of Unified Communications." He is a frequent resource for the business and trade press and is regular speaker at events such as Enterprise Connect, and Enterprise 2.0.