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Transforming Citizen Customer Service

Speakers: Sean O'Connell, Product Marketing, Cisco; Rick Sperry, Senior Solution Architect, TiVerity

In the future, customer service and self service in the connected government will be easy, fast, and give the public real confidence in the consistent quality of Agency responsiveness.

For example, customers visit a web site with the ability to enter a video kiosk for self service, chat with a subject matter expert, or click to call the contact center. Agencies can now set up secure multimedia networks that allow customers to interact in the medium of their choice and comfort level. Agencies must create and adhere to service level agreements across media types based on business rules. They need to reduce real capital expenditure across the enterprise network, and realize true productivity enhancements for customer service personnel.

Join Cisco Systems for a free webinar to discuss how new and not so new technologies are truly transforming the business of customer service and customer self service.

This webcast originally aired on 11/29/07. Please register here to view the on-demand webcast.

Mainstream Speech? Stakeholder Views from 360 Degrees

Speakers: Mike Bergelson, Director of Business Development for Speech and IVR Applications, Cisco; Tim Pearce, Global Solutions Manager fo Self-Service, Dimension Data

What are the critical success factors that need to be in place for speech to be truly mainstream? This 360-degree review presents the results of an ambitious set of surveys with end users of speech applications, business decision makers, technical decision makers, and call center managers. The results may surprise you.

About the Presenters

Tim Pearce is Dimension Data's Customer Interactive Solutions (CIS) global solution manager for self-service. Within this role, Tim leads the development of Dimension Data's self-service strategy as well as engaging with strategic accounts to accelerate their implementation of self service. Tim has been focused on providing clients with self-service, and more broadly, multi-channel self-service tools, for the last eight years across South Africa, the United Kingdom, Australia and Europe. A career highlight includes managing the definition and delivery of one of the United Kingdom's largest speech self-service deployments. He holds a modern languages degree, as well as a post graduate marketing degree and is fluent in five languages.

Mike Bergelson is the Director of Business Development for Cisco's speech and IVR applications with the Customer Contact Business Unit (CCBU), with responsibility for all sales, marketing, and partner development activity for these applications. Mr. Bergelson joined Cisco in June 2006 upon Cisco's acquisition of Audium, where he was a Co-Founder and the Chief Executive Officer. Prior to founding Audium, Mr. Bergelson was with First Manhattan Consulting Group where he advised clients on customer contact strategies, customer profitability and product development. Mr. Bergelson frequently speaks at industry conferences and forums and earned an engineering degree with honors from Cornell University.

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The Customer-Centric Mid-Market Contact Center

Presented By: Ross Daniels, Senior Manager, Customer Contact Solutions, Cisco
Live April 2007

Today's mid-sized contact centers are demanding the features typically found in much larger customer care environments. In order to provide quality customer service and create exceptional customer loyalty, mid-sized contact centers need to take a customer-centric approach to handling contacts--whether traditional voice, text chat, or email. To create a customer-centric environment, contact centers must provide tools to supervisors and agents to develop a complete view of the customer. This includes workforce optimization features, including quality monitoring, workforce management, and scheduling.

In this session, you'll hear about:

  • key trends for the mid-market contact center
  • how contact centers are handling multi-channel customer contacts
  • how supervisors and agents use tools to create a customer-centric environment

About the Presenter

Ross Daniels is the Senior Manager of Contact Center Solutions Marketing. In this capacity, he is responsible for product positioning, solution messaging, and go-to-market activities for Cisco Unified Contact Center solutions. In his seven years in contact center roles at Cisco, he also has been a CTI Product Manager, a Product Marketing Manager, and most recently the Manager of Product Management for Cisco's enterprise and hosted contact center solutions.

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Leading Through Superior Customer Service - First American Case Study

Presented By: Tim Vince, Manager - Enterprise Telephony Services, First American
Live May 2007

As America's largest provider of business information, First American is dedicated to leading in customer satisfaction by providing consistently high-quality service. Listen to this webcast and hear from Tim Vince, Manager - Enterprise Telephony Services, and learn how First American is harnessing the power of Cisco's IP-based contact center solutions to create long-term competitive advantage.

About the Presenters

Tim Vince is the Manager of the Enterprise Telephony Services group and Lead Communications Architect at First American, his responsibilities include the managing the day to day operations, design and implementation of the entire IP communications platform. He has been involved in enterprise Telephony and large scale network deployments for 5 years in the financial industry, prior to that he also one of the founding partners of a Cisco Reseller that specialized in IP Telephony, and a consultant on many large scale deployments.

Sean O'Connell is a Manager of Product Marketing at Cisco Systems and is responsible for developing Cisco's global go-to-market strategy for contact center solutions. Before joining Cisco in July 2004, Sean held a variety of management positions at Genesys Telecommunications (an Alcatel subsidiary) and Nortel Networks.

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