FREE WEBINAR: Intelligent Migration

to the IP-Based Contact Center

A business objectives-based approach presented by Avaya

in partnership with TelecomWeb

REGISTER HERE TO LISTEN TO THIS FREE WEBINAR NOW

• Define the business objectives of the contact center, e.g., improving satisfaction or reducing cost per customer

• Evaluate and implement the technologies/capabilities that are most likely to achieve the objectives

• Measure the results, compare against expectations

• Identify opportunities for improvement and continue the process

TelecomWeb has completed a survey of contact-center decision makers and managers designed to determine how well this approach is actually working in contact centers. Some of the questions addressed were:

• Is migration to the IP/unified communications contact center based on technology or business objectives?

• Which IP capabilities are most effectively meeting which business objectives?

• What are the differences between expected business improvements for each objective and actual results from implementing IP capabilities?

• What additional capabilities do buyers plan to purchase to meet specific business objectives?

The results indicate that while contact-center managers are having some success with specific IP capabilities, they are not meeting expectations. The survey also showed that while contact-center managers can relate objectives to existing capabilities, they are uncertain as to which capabilities will improve future business results.

"Intelligent Migration to the IP-Based Contact Center" will provide quantified evidence correlating the prioritized IP capabilities, objectives and results managers are realizing. End users will find this helpful in both prioritizing new capabilities and in setting expectations for results with upper management.

Why You Should Listen In

There are three major contact-center business objectives when it comes to transitioning to an IP environment:

•  Improved customer satisfaction

• Improved rate of resolution on first contact

•  Lower costs

For each objective, the Webcast will identify

•  IP capabilities that are most effective in achieving results

• Expected business results vs actual results (quantified comparisons)

• Capabilities most likely to be purchased in the next 12 months to support the business objective.

• A contact center case study describing how Avaya’s IP-capabilities achieved the business objective.

Ken Dolsky Director of Professional Services InfoTech Bio	Zack Taylor Sales Vice President. Global Strategic Solutions Avaya Bio