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TRACK 2 : Technology
19th Sept 2008
10 : 00 am - 06 : 00 pm |
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| Inauguration |
09:30 am to 10 :00 am |
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» Philip Chapnick |
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» S N Zindal |
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» Brad Cleaveland |
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» M. Gandhi |
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| Innovation Management |
10:00 am – 11:00 am |
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A power packed panel discussion by some of the industry's biggest names on how you can transform your business radically through consistent innovations in the use of technologies.
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» Venu Venugopal – Cisco |
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» Brad Cleaveland |
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» Sunil Gujral – Quattro BPO |
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| Tea Break |
11:00 am to 11:30 am |
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| Cisco : Transforming Contact Centers through Unified Communications |
11:30 am – 12:30 pm |
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The presentation provides a framework for understanding business value through Unified Communications and its relevance to contact centers. The framework will focus on Total Cost of Ownership, Productivity, and Business Transformational pects of value creation through innovation with the use of collaboration solutions and technologies. The presentation will also articulate perspectives on the new ustomer service imperative and make a case for unified communications specially in the context of contact centers. A few case studies across industries will be hared with the audience to provide further illustrations on the topic.
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| Emerging technologies: Enterprise 2.0 |
12:30 noon – 01:30 pm |
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| Leveraging social software tools to enhance the effectiveness of collaboration. Do you have an enterprise 2.0 strategy? |
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» M R Prakasha – Huawei |
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» Sunil Gujral – Quattro BPO |
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» Ashok Nayana – Wipro BPO |
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» Rick Joslin |
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| Networking Luncheon |
01:30 pm- 02:30 pm |
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| Cisco : Innovations in Customer Interaction |
02:30 pm – 03:15 pm |
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This session will explore a number of current and near-future technical nnovations that impact how companies interact with their customers to provide excellent customer service. Examples are web 2.0, video, presence and more. We will also explore how business trends impact the requirements for the architecture of the customer contact infrastructure, and take a look at what some early adaptors have done to exploit these technologies. |
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» Willem Evert Nijenhuis – Cisco |
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| Aspect Software: Outsourcing to Homesourcing |
03:15 pm – 04:15 pm |
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| Panel Discussion |
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» Alok Shende |
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» Suresh Krishnan – e–Nxt Financial Ltd. |
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» Jayram Iyer – E2E SerWiz Solutions Ltd. |
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» Anil Joglekar – CS Infocomm |
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» Nirmal Shahni – Dun & Bradstreet |
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| Tea Break |
04:15 pm – 04:30 pm |
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| Huawei : Contact Center Technology Evolution and Business Impact |
04:30 pm – 05:15 pm |
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» Ms. Caixiao – Director – Contact Center Business – Huawei |
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| Novatel: Helping Call Centers Be More Competitive Through Telecommunications and Infrastructure Technology |
05:15 pm – 06:00 pm |
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• Cost of Voice Minutes
• Cost of U.S. and International Networks
• Reducing Costs in Call Center Infrastructure Equipment |
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» Michael Parker - Novatel |
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| Networking Cocktails & Dinner |
07:00 pm onwards |
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Hosted by |
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| Who Should Attend |
Chairmen, Managing Directors, Executive Directors, CEOs, CFOs, Directors, Presidents, Vice Presidents, General Managers, Chief Managers, Senior Managers & Heads of:
• Strategy
• Finance
• Management
• Business Development
• Projects
• Strategic Alliances |
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About Us
