This webcast was originally broadcast on:
Wednesday, April 11, 2012 02:00 PM EDT / 11:00 AM PDT
Deploying cloud based agent routing is a "game changer" for multi-site contact centers. Although most operators have established multi-site, multi-source configurations, much of the promise of cross-site labor optimization remains unrealized. Technical complexity and expensive VoIP infrastructure limit seamless routing across the enterprise - forcing operators to segment work by physical location, spawning functional workflow silos and limiting cross location routing.
Cloud based VoIP agent routing removes physical location barriers at an economical price, allowing calls to be matched to the right agent at the right time across the global enterprise. Not only can routing be global, warm transfers are sub-second with real-time data screen pops for any agent in any location. In many scenarios, seamless multi-site agent routing can increase productivity by as much as 100%.
Join LiveVox and XO Communications operations and technology executives as they map out how to leverage VoIP across multiple sites to create seamlessly linked centers. Hear real world scenarios of best practices and lessons learned.
Attendees will learn how to:
- Optimize a global work-force and build efficient call escalation strategies
- Realize the inherent synergies of strategic sites
- Streamline process while gaining control and visibility across an enterprise of remote sites and/or home based agents
- Solve operational challenges like seasonality, tech portability, call volume spikes, and rapidly shifting client demands
- Leverage MPLS to solve network security and redundancy challenges across multiple sites
- Use existing resources to stay risk-averse in a fluid compliance environment
- Contact center decision makers
- IT and Operations executives
- IT consultants and telecom/technology resellers
Steve Vaughan
Sr. Director Product Mgmt
LiveVox, Inc.
Vaughan has over two decades experience in the Computer Telephony Integration (CTI) engineering business along with the experience in managing call centers with Sprint. His career includes leading teams at Arthur Young as a consultant, Sprint, Genesys and Cisco. As Sr. Director at Cisco Systems, Inc, Vaughan helped build and operate the global Contact Center Services Practice where he lead the movement of Cisco’s product & services focus towards large Enterprise and Service Provider deals. This action was key to Cisco’s Contact Center growth and strategy which was measured by Gartner’s annual Magic Quadrant report moving up the quadrant. Before joining Cisco, Vaughan was the Vice President of Global Engineering / Advanced Technology Group and then Vice President of Product Management at Genesys Telecom Lab, Inc. (a subsidiary of Alcatel). Vaughan was responsible for managing a multi-million dollar product portfolio for a number of CTI Companies and was instrumental in developing the 7.X family of Genesys products.
Steve’s career in technology began during his role as a Captain in the United States Air Force, working as a Software Development Branch Chief at Strategic Air Force Command in Omaha, NE. Vaughan received his Science B.A. at the University Of Northern Colorado and has worked towards his MBA at Creighton University.
John McNamara
Chief Marketing Officer
LiveVox, Inc.
John McNamara leads marketing and communications strategy at LiveVox, including brand development, platform and application awareness, sales/marketing alignment, lead generation, client nurturing, and alliances with technology providers, VARs and channel partners.John brings 28 years of contact center executive and operations expertise with intense focus on technology applications and call center optimization. John is the director and co-founder of Fidelis Recovery Solutions, Inc., a receivables management firm. Prior to LiveVox and Fidelis, John was COO for Asset Management Outsourcing; SVP of Operations at Nationwide Credit/ACB; and VP of Operations at United Recovery Systems.John is a frequent speaker, panelist, consultant and author addressing key issues and trends in contact center operations, technology and consumer credit. In 2009, he was the winner of the ACA Kurt Swersky award for leadership.John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance.
Dan Toomey
Sr. Mgr. Product Mgmt. - WAN & Security Solutions
XO Communications
Dan Toomey is Senior Manager for WAN Solutions and Security Services Product Management at XO Communications. Dan has been with XO for more than 11 years. His previous roles include IP VPN Product Manager, as well as having served as a Product Manager in the Carrier Services organization in 2003 and 2004. In his current role, he is responsible for the development and ongoing management of XO’s array of Wide Area Networking products and features.
Paul McGee
Director, Customer Contact Management
NCO Group
Moderator
Erik K Linask
Group Editorial Director
TMCnet
Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.
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