Today was day one of the 2 1/2 day event. Held in beautiful Indianapolis (home of the Colts and the 14th largest city in the U.S.). The conference has a total of 6 tracks, 82 sessions, 6 focus groups and 6 sponsors (AudioCodes is the platinum sponsor).
The morning general session got kicked off with a customer panel discussion with senior people from American Family Insurance, RDI Marketing, InfoCision, UNUM, and DialAmerica sharing insights and their experience with IP telephony and contact center technology. Some of their comments:
- Seeing more interest from customers for multi-channel options in the contact center
- ROI is still king when it comes to internal selling in order to justify IT purchases
- Utilize the vendor’s services to help with implementation instead of tying to do it all yourselves
- The integrity of the vendor needs to be a key measurement in any vendor selection process
- Big communication plans for the next 12 months: implementation of a blended (inbound/outbound) contact center
- Click-to-call-back by a couple companies was an innovative way to incorporate their websites with the contact center
Following the customer panel, Don Brown, CEO of Interactive Intelligence presented the company’s development efforts on Interaction Process Automation — a communications-based process automation product that utilizes communications technology to automate key business processes inside an organization. Stay tuned for more info on this offering in the next few weeks.
The afternoon is filled with breakout sessions on system health monitoring, client interface choices, Lotus Sametime integration, customer satisfaction measurements, unified messaging, migration and upgrades, troubleshooting methodologies, enterprise telephony, and much more.
There are several hundred people in attendance. This is an information packed event. I’ll give you near-live coverage over the next couple of days as much as possible.
Joe Staples — event blogorologist