If you're wondering (or downright perplexed) about Voice over IP (VoIP), speech recognition, multimedia routing, multi -site virtualization, knowledge management, speech and data analytics and the rest of the performance tools, and the buzz around UC and Web 2.0, this session is for you!
We'll cover the technologies every center needs and the innovations that are changing the landscape. You will learn practical information about today's technology that will "arm you for the discussion" with your contact center or IT counterparts as well as vendors. Most importantly, you'll leave the session ready to tackle your own projects successfully.
Course Topics Include:
- Key changes in contact center technology and their impact
- Infrastructure (VoIP, SIP)
- Multimedia routing (voice, email, text chat, fax, web calls, mobile)
- Virtualization (multi-site, home agents, integrated outsourcing)
- Performance tools (including business intelligence, analytics, scorecards)
- Personalized applications (routing, self service, scripting, alerting)
- Developments in speech-based self-service (VXML)
- Data applications (customer relationship management tools, knowledge management)
- Unified Communications, Customer-Enabled Business Processes, Web 2.0
- Sourcing strategies (premise/hosted/managed)
Who should attend?
This survey course serves both operations managers and IT support staff. Operational staff will learn more about the breadth of technology available for our industry. IT/telecom staff will supplement their general IT knowledge with contact center specific information. Both groups will gain insight into the business impact of technologies to solve today’s business problems – and those ahead.
April 23
Choose as part of your All-Access (4-day), Premium (3-day) or Main (2-day) Package,
or select with a one-day pass.
Added Bonus! All Symposium registrants have an opportunity to speak one-on-one with an ICMI industry expert. Discuss anything from barriers of implementing new processes to operational challenges.
Reserve your spot today!