Attend Voice On the Net Canada 2006 and join the community that is transforming IP communications in Canada and beyond! Only at VON Canada can you Learn, Network, Explore and Discover IP communications.
LEARN how next generation networks will evolve
NETWORK with world class industry experts
EXPLORE the current landscape & vendors
DISCOVER disruptive
broadcasting
Exhibit Hours:
10:00am - 5:00pm Tuesday, April 4, 2006
10:00am - 2:00pm Wednesday, April 5, 2006
Update on Call Center Use of VoIP
Monday, April 3, 2006, 2:30pm - 3:45pm
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.
Franco Clauser, Call Centre Specialist, BCE Elix
Franco Clauser is a member of the Professional Services team at BCE Elix. With nearly 20 years of experience in the contact center industry, he oversees the sale, design, and implementation of a portfolio of leading-edge and emerging technologies, including voice, data, IP Telephony, and structured cabling.
Franco works with clients in major markets throughout Canada and the United States to develop contact center strategies specific to their requirements: needs assessment, single or multiple sites, startup or consolidation, outsourcing or overhaul. Franco also has considerable experience in site selection, hiring and training, performance measurements, career pathing, coaching, motivation, and employee development.
George Despinic, Contact Center Product Marketing Manager, Nortel
George Despinic is responsible for the go-to market strategy and development of Nortel's Enterprise Contact Center portfolio including a team leader on the launch of the Nortel Applications Center launch in June of 2005. George is an 18 year veteran of Nortel, his first 10 years were dedicated to the Carrier side of the business including the Product Marketing Manager for Centrex Call Centers. He has spent the last 8 years covering enterprise in various product marketing and product management roles. With over 12 years of experience in the contact center industry, he has driven the direction of the Nortel Contact Center Suite formerly known under the brand name Symposium. He received a degree in engineering-physics from McMaster University in Hamilton, Ontario.
Stefan Dubowski, Editor, Decima's Telemanagement
Stefan Dubowski is the editor of Decima's Telemanagement, the pre-eminent journal of Canadian business communications technology. His expertise in the Canadian telecom landscape stems from years covering the space, first as a staff reporter at CanadaComputes.com, then as a senior writer, department editor, assistant editor and associate editor at IT World Canada's numerous publications. Two of his articles have garnered nominations for the Kenneth R. Wilson Awards for business journalism and he received an honourable mention at the Accenture business journalism awards in 2001.
Todd Simons, VP, Business Development, Mitel
As the senior executive responsible for business development, Todd Simons is dedicated to using his extensive experience and relationships in the telecommunications and software industries to drive new business opportunities for Mitel.
Having spent the past 27 years in a variety of sales, marketing and operations positions in the telecommunications industry – the past six of them with Mitel where he has served as Director of Strategic Marketing.
Todd joined Mitel from Stentor Resource Center Inc. where he was a Senior Consultant for their Call Center Solutions group. In this position, he gained extensive experience in the evaluation and process re-engineering of Call Center operations in a diverse range of industries.
Robert Winder, VP of Business Development, Genesys
Robert Winder is Vice President, Business Development for Genesys. He is responsible for Genesys' IP initiatives, business development, corporate growth strategy and relationship development. Prior to joining Genesys nine years ago, Mr. Winder served in a number of contact center end user environments including FirstDirect in the United Kingdom.
Mr. Winder has served as a spokesperson for numerous IP related venues including most recently SUPERCOMM, ICCM, IP4IT and Internet Telephony.
