Presented by: Donna Fluss, President, DMG Consulting and Vidur Apparao, CTO LiveOps
On Demand Date: March 2011
Driven to rethink priorities over the last few years, business leaders have been forced to look for more cost-effective and flexible ways to acquire and update their contact center solutions. This has paved the way for the rise of the hosted or cloud-based contact center market. While most other technology segments lost momentum, this sector has grown rapidly over the last two years. End users are turning to hosted contact center solutions because it gives them flexible and scalable virtual ACDs without major up-front capital. The new breed of cloud-based contact center- solutions are supported by technology and business experts who know that they have to provide outstanding support in order to earn their clients’ respect and business on a daily basis.
Donna Fluss, President, of DMG Consulting, reveals the latest market findings and trends in their recently released industry report. Vidur Apparao, CTO of LiveOps, discusses how cloud based contact center technology is changing the game through better customer engagement.
You will learn:
•The top reasons why a growing number of leaders in contact centers with 20 to 1,000 seats are investing in cloud-based contact center solutions
•How to run an acquisition process that looks at both premise-based and cloud-based contact center solutions •Best practices for implementing cloud-based contact center solutions
•Why DMG predicts that the hosted contact center infrastructure market will grow by 25%, 20% and 18% in 2011, 2012 and 2013
•New trends affecting customer engagement and how to transform the customer conversation.
Attendees received a complimentary reprint from DMG’s recently released Hosted Contact Center Infrastructure Market Report. An essential resource for contact center managers and enterprise executives, this Report will help you understand key market trends, ROI and benefits, and leading players driving the adoption of hosted or cloud-based solutions.
| Donna Fluss, founder and President, DMG Consulting LLC |
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Donna is a recognized thought leader and innovator in contact center and real-time analytics. For over 26 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, the PCI-DSS Guide for Contact Center Managers, and many leading annual industry reports on contact center hosting, IVR, unified communications, outbound dialing, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Donna is a highly respected speaker whose articles and columns are carried by publications around the world.
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Vidur Apparao, Chief Technology Officer, LiveOps
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Vidur is responsible for the developing the LiveOps vision and technology strategy, as well as the architecture of the LiveOps on-Demand Call Center platform. A well-respected speaker, Vidur’s extensive expertise is drawn from roles including Chief Software Architect at Slim Devices (recently acquired by Logitech), Chief Architect at Netscape Communications and Chief Architect at America Online, working in the AOL Innovation Center, where he led research and development of consumer media management applications. |
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