Imago Techmedia Ltd is registered in England and Wales under Company No. 04865455.
Registered Office: Bedford House, 69-79 Fulham High Street, London, SW6 3JW, United Kingdom
Business Address: The Malt House, 25-29 High Street, Kingston upon Thames, Surrey, KT1 1LL, United Kingdom
Imago Techmedia is a subsidiary of Clarion Events Limited
Ray Krug brings more than 20 years of experience in the IT industry, focusing on pre-sales and product positioning of OSS solutions to service providers, enterprises and public sector customers. In his current role at NetScout, he is responsible for aligning the nGenius Unified Performance Management platform to NetScout enterprise customer business needs and requirements in both Unified Communications and data contexts. Prior to NetScout, Mr. Krug worked for Intelliden as Director, Pre-Sales, EMEA, Orchestream as Director, Pre-Sales, EMEA, and in a variety of engineering and support positions for Concord Communications, Olicom, and CrossComm.
Ray Krug Seminars
Ensuring High Quality Communications in Contact Centres Wed 20th Apr 12:00 - 12:30
Ensuring High Quality Communications in Contact Centres
Delivering high quality services in your Contact Centre is critical to your long term success. They are often the first touch your customers and partners have with your organization when they need your help, and are designed to deliver a more engaging experience for them when they connect to a specialist or agent (where ever they may be) allowing your customers to spend more time, and of course, more money with your business.
For IT this represents new challenges, as it takes a lot of integrated components and applications to provide the seamless operation of the Contact Centre - Unified Communications and Collaboration (UCC); multi- or Omni-channel support including voice, video, web, email, chat, and mobile SMS; as well as the back end supporting applications, databases, web servers, virtual desktops, network services and external links for PSTN access and SIP trunks.
This session explores how NETSCOUT’s nGeniusONE platform provides a single monitoring solution with a holistic view of Contact Centre deployments, empowering IT teams to assure the availability and quality of UCC and data services in Contact Centres so that effective communications aren’t hampered by poor call quality, excessive call waiting times or application availability.
Time / Place
Wed 20th Apr 12:00 to 12:30
Communications Network, Analytics & Security