Enhancing the Call Centre Technology Landscape with Unified Communications - Business Benefits and Best Practice

10:30 AM - 11:00 AM

Presented by: Ian Smith (Principal Solutions Consultant) - Aspect Software  

Customer contact is one of the most vital functions in your organisation – the place where relationships are cemented, new business won, and vital information on your customers’ needs and desires collected and stored. This presentation will demonstrate what you can gain from bringing UC to your contact centre operations and how your entire enterprise can play its part in delivering a differentiated customer experience without the need for it to become part of the contact centre.

Theatre: Customer Contact & Management

Enabling the business user experience in a multi-vendor UC environment

11:10 AM - 11:40 AM

Presented by: Vincent Uppelschoten (Senior Solutions Marketing Manager, EMEA) - Avaya  

An abundance of vendors leveraged by any single business is commonplace, a Unified Communications strategy will enhance your current infrastructure and leverage these once stand-alone solutions to their full capabilities in unison, maximising its potential. Vincent will explore how such collaboration of solutions can reshape enterprise communications and enable rapid delivery of applications – enabling your business users

Theatre: Customer Contact & Management

The Networked Expert - bringing UC to life in the Contact Centre

11:50 AM - 12:20 PM

Presented by: Ruth Rowan (Head of Global Propositions & Marketing, CRM) - BT Global Services  

Organisations are under increasing pressure to deliver a superior customer service: customer expectations are constantly increasing with the range of channels we wish to communicate through, the shortened time frames we have and the level of personalisation we demand. Whilst at the same time organisations are under pressure to improve efficiencies of delivering that service. Ruth will explore how UC processes and technologies can help bridge these conflicting demands by creating a 'Network of Experts' within an organisation.

Theatre: Customer Contact & Management

The Service Cloud. Customer Service for the Facebook Generation

13:50 PM - 14:20 PM

Presented by: Doug Porter (Senior EMEA Product Marketing Manager ) - Salesforce.com  

Your customers are going to the cloud for answers to their questions. Web communities. Facebook. Forums. Blogs. Google. The cloud is where customers are turning for assistance.
The Service Cloud from salesforce.com, the enterprise cloud computing company, represents the future of customer service using the power of cloud computing to capture every customer conversation and leverage every community expert in the cloud. Attend this session to hear how companies such as Misys, Orange and Plantronics use the cloud to connect their customer conversations with their internal service organisations.

Theatre: Customer Contact & Management

Seven Ideas To Transform Your Contact Centre Experience

14:30 PM - 15:00 PM

Presented by: Dave Thomson (Business Transformation Manager, Collaboration Solutions) - Cisco  

In the current business climate, the contact centre is at the forefront of the battle to retain customers. However, customers demands and preferences are changing rapidly. Based on a recently commissioned report on "The Customer of the Future," this session will provide recommendations to address the seven conclusions in the report - the death of the queue, some customers are more equal than others, mind the service gap, technology catch-up, customer service is everyone's job, the all-seeing all-knowing employee, customer service is the new advertising.

Theatre: Customer Contact & Management

Increasing Business Agility Outside of the Call Centre with Unified Communications

15:10 PM - 15:40 PM

Presented by: Kurt Jacobs (Director of Global Markets ) - NEC Sphere  

For small or medium-sized businesses competing against larger companies means working harder, faster, and smarter is essential to win market share and keep customers. This session describes how to bring the capabilities normally reserved for the call centre to everyone in your organization using a standards based approach . Unified Communications can help you win and retain customers by giving everyone powerful communication and information tools that work for every human interaction in your business. This session will explore the infrastructure and strategies even the smallest companies can implement to bring high end functionality to everyone in your organisation.

Theatre: Customer Contact & Management

How to Introduce UC Technology into your Contact Centre without losing your Investment in Current Telephony Infrastructures including PBXs and ACDs

10:30 AM - 11:00 AM

Presented by: Steve Kinge (Business Development Manager) - Nortel  

The deployment of Unified Communications combined with existing legacy equipment, such as TDM PBXs and third-party adjuncts, may require that you plan for long-term co-existence and integration or eventual migration to a new installation. This session describes how to introduce UC technology without losing your investment in legacy equipment.

Theatre: Customer Contact & Management

Unified Communications: Planning and Implementation Issues

11:10 AM - 11:40 AM

Presented by: Richard Edwards (Information Management Practice Director) - Butler Group  

The topic of unified communications and collaboration is often in the news. Announcements of new and enhanced offerings by the industry's 'mega-vendors', together with the continued advancement of corporate and consumer-oriented IP telephony systems, can lead to indecision and paralysis within the IT department as business and IT managers struggle to keep up with the pace of change. However, one factor remains constant in this ever changing world: information workers are expected to be more productive today than they were yesterday, and organisations want to facilitate this through the most cost effective and efficient means possible. As with any fast-moving technology, there are issues and challenges that need to be fully considered and understood before implementing any kind of unified communications and collaboration facility. Given our view of the market, and our understanding of the challenges being faced by organisations today, Butler Group will deliver a presentation that will focus on four key areas that are of importance when planning and implementing unified communication and collaboration solutions: Cost Management, Information Security, Device Management, and End-to-End Visibility.

Theatre: Customer Contact & Management

Why Video Communications is Fast Becoming Mission Critical for Today’s Businesses

11:50 AM - 12:20 PM

Presented by: Ian Heard (Global Sales Director) - CityIS Ltd  

There has never been a more exciting time to leverage the power of video communications than now. It's not a question of whether video communications will become part of everyday life, but rather, when? Attitudes towards videoconferencing are changing; the time is finally right for video to become an integral part of an organization's communication strategy.

While videoconferencing has improved greatly in recent years, driving adoption in the existing estate is fundamental to maximising the true benefits of video communications. In this session, Ian Heard will provide a comprehensive insight into our unique approach to Usage and Adoption. He will discuss how we analyse current video utilisation to evaluate the existing environment and gain a better understanding of user knowledge and perception. Ian will also explore how we implement a balanced strategic mix of management, technological and measurement tools to deliver business transformation and, ultimately, ROI.

The End User Perspective
Co-Presented by: Anthony Diaz-matos (Director of Multimedia Services) - Lehman Brothers
Also in this session, Anthony Diaz-matos will share an insightful customer viewpoint on the key user benefits and applications for unified conferencing and collaboration. You will hear how Lehman Brothers successfully deployed videoconferencing as an integral part of their overall communication strategy to transform the way they connect, communicate & collaborate across their business.

Theatre: Customer Contact & Management

UC Enabled Contact Centres - Lowering Costs and Enhancing the Customer Experience

13:50 PM - 14:20 PM

Presented by: Andrew Penn (Business Development Manager - Unified Communications) - Siemens  

All organisations are striving to deliver the best possible service while reducing costs. This session looks at how implementing advanced UC enabled contact centres can be a very effective way to enhance customer experience and still save money.

Theatre: Customer Contact & Management

Harnessing People, Processes and Technology - The Opportunities and Challenges of Unified Communications Contact Centre Deployments

14:30 PM - 15:00 PM

Presented by: Roger Jones (Business Development Director) - Avaya  

This session will discuss the opportunities and the challenges of incorporating UC concepts into call centres. What works? What doesn’t? It will discuss how people, processes and technology can be brought together and also look at some examples of successes and failures.

Theatre: Customer Contact & Management

Leveraging existing telephony and applications infrastructure to control costs, mitigate risk, and ensure service levels, to realise the benefits of unified communications in an ever-changing environment

15:10 PM - 15:40 PM

Presented by: Francis Zadan (Chief Executive Officer) - Corebridge Limited  

Adoption of unified communications solutions can be slowed because enterprises have large investments in communications infrastructures that they wish to preserve. There is an assumption that deploying UC requires a radical ripping and replacing approach, which in straitened times represents unnecessary expense. This is a misconception. There are solutions that enhance organisations’ existing infrastructures without requiring wholesale change.

As economic circumstances shift, business cases for implementing UC that are based on soft returns on investment, such as productivity improvements, relegate UC deployments to a “nice-to-have” category. Show hard ROIs, such as cost savings, however, and in a conservative economy, UC deployments that secure an evolutionary approach can prove themselves to be the best for need right away.

Theatre: Customer Contact & Management