Next-Gen Contact Centers Conference-within-a-Conference

Over two days—Monday, March 17, and Tuesday, March 18—VoiceCon will devote a series of sessions, speakers and discussion forums to the migration from traditional technologies to IP-based contact centers. See the schedule below, and click on the session titles for detailed descriptions. There are two ways to gain admission: Register separately for the VoiceCon Next-Gen Contact Centers program, or attend with an "Entire Event" registration package (pricing and what's included).

MondayTuesday



Monday, March 17
1:30 pm–2:45 pm
Next-Gen Contact Center session
 Contact Center Executive Forum (Location: Sun 5)
Panelist - Laura DiSciullo, Vice President, Avaya
Panelist - Paul Lang, Vice President, Product Management, Genesys Telecommunications Laboratories Inc.
Panelist - Mike Bergelson, Director of Product Manag, Cisco
Panelist - Terrence Hickey, Associate Partner, IBM
Panelist - Dave Murashige, VP and General Manager for Multimedia Applications, Nortel
Moderator - Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics
3:15 pm–4:30 pm
Next-Gen Contact Center session
 The Company as Contact Center (Location: Sun 5)
Speaker - Don Van Doren, Principal, UniComm Consulting
Speaker - Paul Lutz, Product Marketing Prime, Nortel
Speaker - Simon Gwatkin, VP, Strategic Marketing , Mitel
Speaker - Tim Passios, Director, Solutions Marketing, Interactive Intelligence
Tuesday, March 18
8:00 am–8:45 am
Next-Gen Contact Center session
 Contact Center Market Update (Location: Sun 5)
Speaker - Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics
2:30 pm–3:45 pm
Next-Gen Contact Center session
 Integration Challenges I: CTI, CRM and Customer Intelligence Systems (Location: Sun 5)
Speaker - Rick Baggenstoss, Southeast Regional Director , Merced Systems
Speaker - Alex Massie, Vice President of Business Solutions, Clickfox
Speaker - Ike Mitchell, Principal, Computer Sciences Corporation
Moderator - Don Van Doren, Principal, UniComm Consulting
4:00 pm–5:00 pm
Next-Gen Contact Center session
 Integration Challenges II: Can These Systems Ever Get Along? (Location: Sun 5)
Speaker - Don Van Doren, Principal, UniComm Consulting
Panelist - Kevin McPartlan, VP, Contact Center Solutions, Intervoice
Panelist - Tim Kraskey, VP Marketing & Business Development, Calabrio
Panelist - HENRY BECHTEL, Global Service Product Manager, IBM
Panelist - Brian Bischoff, Global Vice President, Voice Platform Sales and Solutions, Genesys Telecommunications
Panelist - Vickie McGovern, VP, Global Customer Service & CEBP Solutions, Avaya

Only at VoiceCon:

  • Keynotes from Industry Leaders & Enterprising End Users:
    • Avaya
    • Bank of America
    • Cisco
    • IBM
    • Microsoft

  • VoiceCon Summits:
    • CTO Roundtable: Avaya, Cisco, Nortel
    • New Carrier Landscape
    • Software Based Architectures & Unified Communications

  • Next-Gen Contact Center Conference-within-a- Conference

  • New Sessions, Topics:
    • SOA
    • P2P
    • Infrastructure
    • TCO
    • Applications
    • Mobility
    • Organizational Impacts

  • Audio DVD of ALL sessions to Paid Conference Attendees
  • VoiceCon Tutorials: In-Depth and On Target
  • An Exhibit Floor with ALL the Leading Companies