Our favorite contrarian tweeted last night. "TeleContrarian But things are definitely looking up. With Enteprise Connect just days away, No Jitter will be awash with stories from the announcements scheduled to be made there and the sessions themselves. For those looking for contact center sessions, this year there are three. Two will be found in the Unified Communications track, the third in the new Social Enterprise track. On Monday afternoon, I will deliver my annual review of the Contact Center market, exploring the hot topics of social in the contact center, SaaS-based offerings and the use of contact center queuing, routing and reporting beyond the contact center. The discussions will highlight solutions by vendors both new and old that map to these top-of-mind topics. On Tuesday morning, The Social Enterprise track will turn its attention to the contact center. As with many enterprise communications trends, the contact center often offers the most immediate ROI, and the number of solutions announced in the last year supports that. Socialize Your Contact Center for Greater Customer Engagement will feature speakers from four companies: ALU/Genesys, Interactive Intelligence Siemens, and Cisco-reseller partner Spanlink. Each will talk about real customer examples of companies investigating, piloting or fully implementing social media solutions in the contact center. On Wednesday afternoon I will moderate the Contact Center Executive Forum, with high-level representation from contact center market leaders ALU/Genesys, Aspect, Avaya, Cisco, and Interactive Intelligence. This always well-attended session is a PowerPoint-free zone. The session is driven by audience questions to the panel--make sure to attend to see the often-pointed commentary among the panelists. In addition to the conference sessions, I've already been pre-briefed on some interesting contact center (and beyond) announcements that will be made at the show--so look for "live from Enterprise Connect" blogging by me and my fellow bloggers next week. See you in Orlando!
But things are definitely looking up. With Enteprise Connect just days away, No Jitter will be awash with stories from the announcements scheduled to be made there and the sessions themselves. For those looking for contact center sessions, this year there are three. Two will be found in the Unified Communications track, the third in the new Social Enterprise track.
On Monday afternoon, I will deliver my annual review of the Contact Center market, exploring the hot topics of social in the contact center, SaaS-based offerings and the use of contact center queuing, routing and reporting beyond the contact center. The discussions will highlight solutions by vendors both new and old that map to these top-of-mind topics.
On Tuesday morning, The Social Enterprise track will turn its attention to the contact center. As with many enterprise communications trends, the contact center often offers the most immediate ROI, and the number of solutions announced in the last year supports that. Socialize Your Contact Center for Greater Customer Engagement will feature speakers from four companies: ALU/Genesys, Interactive Intelligence Siemens, and Cisco-reseller partner Spanlink. Each will talk about real customer examples of companies investigating, piloting or fully implementing social media solutions in the contact center.
On Wednesday afternoon I will moderate the Contact Center Executive Forum, with high-level representation from contact center market leaders ALU/Genesys, Aspect, Avaya, Cisco, and Interactive Intelligence. This always well-attended session is a PowerPoint-free zone. The session is driven by audience questions to the panel--make sure to attend to see the often-pointed commentary among the panelists.
In addition to the conference sessions, I've already been pre-briefed on some interesting contact center (and beyond) announcements that will be made at the show--so look for "live from Enterprise Connect" blogging by me and my fellow bloggers next week.
See you in Orlando!
