Ashwin Iyer
Industry Manager, Contact Center/CRM ICT, North America
Frost & Sullivan




Hosted contact centers allow companies to shift from cap-ex to op-ex, reduce system maintenance and management costs, and integrate remote agents and enterprise knowledge workers into their customer care operations cost-effectively. This model is no longer a novelty in the contact center industry, it has secured mainstream adoption, with several medium and large enterprises choosing hosted solutions over on-premise contact center solutions.

Ashwin Iyer will discuss key industry trends in the contact center marketplace, and the drivers and barriers to adoption of hosted contact centers.

Stanley E. Tyo
Vice President, Contact Centre Solutions
TELUS

TELUS Corporation, Canada’s second largest and fastest growing telecommunications company, provides a range of wireline and wireless telecommunications products and services, including data, internet protocol, voice, video, and entertainment services to consumers and businesses. TELUS deployed Oracle’s Telephony@Work CallCenterAnywhere in order to expand their managed services portfolio to include hosted multi-channel contact centre services. The TELUS CallCentreAnywhere solution enables both small and medium sized business to gain access to comprehensive, multichannel contact centre capabilities that were previously cost prohibitive. TELUS have also found a market with large Enterprises that can utilize a hosted solution to provide a business continuity strategy, connect multiple locations, or address seasonal spikes in demand. Join TELUS for an educational look at how their customers both large and small are leveraging a hosted solution to meet their unique business objectives.

Mike Betzer
Vice President, Product Management, CRM Applications
Oracle

Contact centers today have more options than ever to distribute workforces across branch offices, mobile staff and home-based workers. Learn how your organization can create virtual contact centers that operate seamlessly, regardless of agent location. This virtualization can be achieved through a variety of deployment options including hosted, on-premise and hybrid models. Today we’ll discuss the benefits of hosted solutions, and the strategic advantages they can deliver for your business – large or small.