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 Calculating ROI: Contact Center Assurance

This webcast was originally broadcast on:
Wednesday, March 21, 2012 01:00 PM EDT / 10:00 AM PDT

Proactive performance monitoring across the contact center enables companies to predict issues and preempt any customer impact. This methodology not only assures a great experience, but also generates significant cost savings. For example, a major international telecommunications company saved almost one million dollars by decreasing the time spent troubleshooting problems. Additionally, a U.S. brokerage firm saved nearly $400,000 by avoiding additional agent talk time due to voice quality issues.

Join us for a look at the financial implications of proactive contact center assurance, including a detailed analysis of how to measure ROI in your organization.

What Attendees will learn:
  • Steps for calculating ROI on contact center assurance solutions
  • Best practice methods for assuring complex, multi-vendor environments
  • Newest techniques for end-to-end performance monitoring including active and passive methodologies
Who should attend:
  • Contact center management
  • IT management
  • Finance and operations
Presenter

Tim Moynihan
Vice President of Marketing
Empirix

Tim Moynihan serves as vice president of marketing at Empirix. In this role, Tim is responsible for strategic business planning and product revenue growth strategies as well as expanding Empirix's position as the market leader in service quality assurance solutions for enterprises and service providers. These responsibilities include providing executive leadership, managing their individual business units on both an internal and external basis as well as overseeing marketing objectives worldwide.

With a specialty in technology marketing in both U.S. and international markets, Tim served as vice president of global marketing and channels at Envox Worldwide prior to Empirix, where he developed and implemented company product management and product marketing and channel strategies for advanced inbound and outbound voice communications solutions. Prior to Envox Worldwide, he served as director at Intel Corporation where he created and implemented worldwide product launches and ecosystem and awareness building programs for rapid market adoption.

Tim earned his bachelor's degree at the College of the Holy Cross in Worcester, Mass., and received his MBA from Purdue University.

Tom Lynch
Director, Architecture and Product Management
Empirix


As the Director of Architecture and Product Management of Enterprise Monitoring at Empirix, Tom defines and drives the implementation of Contact Center and Unified Communications monitoring solutions. To this role he brings over twenty years of experience in the test and measurement market, specifically holding development and management positions in Engineering.


Moderator

Juliana Kenny
Web Editor
TMCnet

Juliana Kenny is a Web Editor for TMCnet focusing on customer relationship management as well as call center, VoIP, and telecom-related news. She graduated from the University of Connecticut with a double degree in English and French, and is a member of TMCnet’s video newsroom team covering daily news as well as the ITEXPO conferences on camera. Juliana brings editorial experience from the creative literary magazine industry as well as the beverage and label markets to the editorial team at TMCnet.


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