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An Enterprise Connect & No Jitter Webinar: Unify Customer Experience with Microsoft Lync

Date: Wednesday, June 19, 2013
Time:11:00 am PT/2:00 pm ET
Duration: 60 minutes

Sponsored by prairieFyre, presented by Enterprise Connect &
No Jitter

As reported by MZA Associates at Enterprise Connect Orlando 2013, Microsoft Lync has vaulted to a third-place tie in the North American IP PBX Market as an alternative enterprise voice solution. According to Nemertes Research, 11.2% of enterprises are now deploying or planning to deploy Microsoft Lync as their IP PBX, more than double the percentage that were doing so a year ago. The most common drivers behind this move are the tight-knit integration between Lync and Microsoft back-office and desktop productivity tools such as Exchange, SharePoint and Office.

However, the uptake on Lync-based contact centers is much slower, with the contact center typically being the last business unit to be moved off of the traditional PBX infrastructure as the rest of the company moves to Lync telephony. Some businesses choose to operate permanently in "hybrid" mode, with the contact center operating off of a legacy PBX solution while the rest of the business uses Microsoft Lync.

In this session, contact center expert Sheila McGee-Smith, along with Todd Simons of prairieFyre Software, will offer insights into these Lync contact center market trends and discuss why Lync is an ideal IP PBX solution for small and medium sized businesses looking to unify customer experience, improve management and reporting, and ultimately drive customer satisfaction. They will address questions including:
  • Why are contact centers tentative to move to a Lync-based solution?
  • How to identify businesses that are best tailored to a Lync contact center?
  • How to drive Return on Investment through a Lync contact center solution?
  • The out-of-the-box benefits of a Lync-based contact center?
  • How to improve customer satisfaction and the likelihood of first-contact resolution through enterprise presence, advanced Automatic Call Distribution routing, and screen pop?
  • How to improve customer experience through efficient and effective measurement and management of the contact center?

Presenters:

Sheila McGee-Smith, Analyst, McGee-Smith Analytics

Sheila McGee-Smith, the founder of McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She works on a daily basis with both solution providers and enterprises. Her insight helps them develop strategies to meet the escalating demands of today's consumer and business customers. Ms. McGee-Smith’s is a regular speaker at industry events, including Enteprise Connect. Her views on the events of the day in the enterprise communications market can be found regularly on No Jitter and on Twitter at @mcgeesmith.

Todd Simons, Vice President Marketing & Business Development, prairieFyre Software

Todd Simons has global responsibility for overseeing Marketing and Business Development initiatives for prairieFyre Software. In this role Todd is responsible for building new channels to market for prairieFyre’s portfolio of contact center, call accounting, and CRM solutions. Todd’s current major initiative is managing the prairieFyre Contact Center for Microsoft Lync business unit.

Todd Simons has over 35 years of experience in the telecommunications industry in a variety of positions including Sales, Marketing and Operations. Todd joined prairieFyre from Mitel Networks where he was Director of Applications Marketing. In this position, he gained extensive experience managing and promoting Mitel’s portfolio of contact center, unified communications, and messaging solutions. Todd has spent 6 years at prairieFyre, is a graduate of Masters of Business Administration at Queen’s University, and holds degrees in Arts and Business Administration.

Moderator:

Fred Knight, GM/Co-Chair of Enterprise Connect and the publisher of NoJitter.com

Fred was part of the team that launched the VoiceCon Conference in 1990. He served as Program Chairman through 2003 when he also became VoiceCon General Manager. Since then, VoiceCon has grown into the leading event for enterprise IP Telephony, converged networks and unified communications. Fred also led the evolution of VoiceCon from an annual conference into a 12-month per year operation, comprising two major conferences - VoiceCon Orlando and VoiceCon San Francisco - the VoiceCon Webinar series and two e-newsletters -VoiceCon eNews and VoiceCon UC eWeekly.