| Presented By: Natalie L. Petouhoff, Ph.D., Senior Analyst, Forrester Research; and Scott Manghillis, Senior Product Manager, Hosted Solution, Intervoice On Demand - Live Date: August 2008 |  |
Consistency and quality are the two most important aspects of customer care. Yet many enterprises still operate inefficient contact centers incurring high operational and management costs just to try and keep up with their customers’ demands. Find out why one of the world’s largest railroad and transportation service providers chose to revitalize their operation by switching to a more consistent, efficient and cost-effective solution in a hosted environment.
In this webinar, Forrester Research takes a probing look at the total economic impact this multi-million dollar mission-critical enterprise achieved by switching to a hosted solution, including:
- A higher level of service than the customer’s IT organization could provide to the corporation.
- Elimination of in-house, non-core, difficult-to-maintain voice technology capabilities, and subsequently the ability to re-deploy IT resources to non-IVR projects with high businessvalue.
- An open standards-based IVR infrastructure with a longer life expectancy than the previous proprietary system.
As a participant in this webcast you can leverage the information gathered in this study to better understand the financial and customer satisfaction benefits of a hosted solution and therefore communicate a business case for investing in hosted services. All attendees will get a complimentary copy of the accompanying Forrester white paper.
Speakers:
 | Natalie L. Petouhoff, Ph.D., Senior Analyst, Forrester Research
Natalie is a leading expert on customer service and customer relationship management. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, build executive consensus, facilitate customer service technology vendor selections, and plan for project success by integrating change management as part of the project management schedule and plan. |
 | Scott Manghillis, Senior Product Manager, Hosted Solution, Intervoice
Scott Manghillis is Senior Product Manager for Intervoice’s Hosted Solutions. He has more than 15 years experience working with enterprises on telecommunications strategy, procurement and network management. Over the course of the last four years, Scott has successfully developed and managed Intervoice’s best in breed hosted contact portal solution.
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