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An Enterprise Connect Webinar: Laying the Foundation for Modern Contact Center Networks

Date: Wednesday, October 24, 2012
Time: 8:00 am PT/11:00 am ET
Duration: 60 minutes
Sponsored by Acme Packet, presented by Enterprise Connect

How can I evolve my contact center network to modern IP communications technologies without disrupting operations? Most contact center managers recognize that a modern IP communications network can help increase productivity, reduce costs and improve agility. But they are concerned about possible disruptions, the challenges of maintaining compliance and measuring up to elusive ROI claims.

A modern contact center network based on SIP trunking, E-SBCs, and session managers can lay the foundation for smooth migration to next generation communications that are secure, reliable and deliver real business benefits. This webinar will outline a pragmatic 3-step process for contact center modernization.


Art Schoeller, Principal Analyst, Forrester Research

Art Schoeller supports Infrastructure and Operations professionals who plan, build, and run Unified Communications and Contact Center workloads for enterprises. Art’s 35 years of experience spans the computer, communications and software industries. Art was an early member of the call center product management team at AT&T, helping them establish their early market share gains that lead to Avaya being a leader today.

He is best known in the contact center industry for his accomplishments with CTI by helping to establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications. In addition he has had vice president and director level roles in product management and marketing for conferencing, collaboration, and unified messaging products while at AT&T/Lucent and Dictaphone. In the four years he worked at Microsoft he led the development of a Unified Communications and Collaboration solution with Accenture that drove $500M in software and services sales, and 1M seats of cloud computing.

Art has a dual BS degree in Computer Science and Computer Engineering from Brown University

Kris Hopkins, VP of Strategic Product Management, Acme Packet

Kris Hopkins leads the Session Recording, WebRTC, and Tunnel Session Management initiatives for Acme Packet. Prior to Acme Packet, Kris was CEO of Newfound Communications. Newfound's software business was sold to Acme Packet in 2011; Its hosting business was spun into Surgent Networks, LLC where Kris is a Board Member. Kris has also held business development positions at Lucent Technologies. He is a graduate of Cornell University.


Eric Krapf, Co-Chair, Enterprise Connect & Editor, No Jitter

As co-chair of the Enterprise Connect events, Eric helps to set program content and direction for the leading conference events in the enterprise IP-telephony/convergence/Unified Communications marketplace. In addition, Krapf serves as editor & lead blogger for the website No Jitter (www.nojitter.com), the online community for news and analysis of the enterprise convergence/Unified Communications industry. He is also responsible for electronic content including webcasts and e-newsletters.