Update on Call Center Use of VoIP
Tuesday, April 19, 2005, 1:45pm - 3:00pm
Call centers have always been early adopters of computer telephony integration. Today, they’re adopting XML and presence solutions to support improvements in customer relations, increased sales, and other measurable enhancements. This panel looks at the state of the technology and shares real-world experiences on their productivity gains with VoIP technology.
Paul Barker, Editor, CNS Magazine
Paul Barker is the editor of Cabling Networking Systems (CNS), a magazine for cabling, networking and telecom professionals. Since its founding in 1998, CNS (formerly Cabling Systems) has gained a reputation as a leading information source for individuals who purchase, design, specify, install, maintain, test and advise on structured cabling, premise wiring and networking applications. Articles in the award-winning publication are both
current and practical and written in a way that helps these professionals do their jobs more effectively. Mr. Barker has been covering IT since 1988.
Tom Chang, Director, Sales Engineering, CosmoCom
Tom Chang is a Senior Director of Sales Engineering with CosmoCom, and is one of CosmoCom’s first employees. In his eight-year tenure with CosmoCom, Mr. Chang has been involved in many areas including: development, engineering, product management and is now assisting the sales organization. He has basically “grown up” with the VoIP industry and next generation call center technology, and has a lot of hands-on experience working with these and complimentary technologies. Prior to joining CosmoCom, Tom was a lead developer with Computer Associates. Tom holds a Computer Science and Applied Mathematics degree from Stony Brook University.
Tracy Fleming, National IP Telephony Practice Leader, Avaya Canada
Tracy Fleming is national IP telephony practice leader, Avaya Canada, focusing on driving thought leadership around Avaya IP Telephony solutions and helping customers create a long-term strategy for their IP deployments. In addition, Tracy is the executive briefer in Canada, charged with articulating the Avaya value proposition to customers and Business Partners. Previously, Tracy held a position as a senior technical consultant, Avaya Canada. Prior to Avaya, Tracy was Director of IT for a subsidiary of Bell Canada with projects in large scale WAN/LAN design, MS Exchange, SAP, and Y2K. Tracy's educational background is in Business Administration with a major in marketing.
Tim Hewson, Nortel
Tim Hewson joined Nortel nine years ago after working in the UK on a number of European Union funded telecommunications research projects. Now based in Toronto, his first role was with the development team working on Unified Messaging products, he then moved to the Product Management team responsible for Contact Center. For the last five years Tim has worked as a Senior Product Manager on Nortel's Symposium Contact Center Portfolio and has been living through the industry move towards IP technology. He has been responsible for evolving Nortel's contact center portfolio to adapt to this new market need, and is now looking at how Nortel will embrace SIP capabilities within the Contact Center.
