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Deep Dive Workshop IV [clear filter]
Thursday, October 12
 

11:50 PDT

Build a Customer Centric Enterprise Using Communications

Using case studies selected from some of the largest contact centres in the world, we’ll illustrate the benefits of modernizing the technology agents use for voice, video, screen sharing and other forms of customer communications, including:

 • Increase call quality and reliability while reducing costs by converging communications onto a common session initiation protocol (SIP) architecture.

• Reduce contact center fraud and dramatically improve network scalability using new voice biometric and call recording technologies.

• Reduce the complexity of call recording systems while simplifying integration with analytics, business applications and compliance management systems using open API-driven architectures.

• Deliver an integrated multi-channel customer experience that includes screen sharing and video for a range of contact center sales and service use cases.


Moderators
avatar for Amit Bishnoi

Amit Bishnoi

Senior Director, JAPAC, Oracle Communications
Amit Bishnoi is a Senior Director at Oracle Communications. He is Responsible for defining strategy and its execution to drive long term and short term customer success and business results for the communications Enterprise business for JAPAC. He has over 20 years of experience in... Read More →

Speakers
avatar for Subramanya C

Subramanya C

Executive Vice-President & Global Chief Technology Officer, HGS Ltd
Subramanya is responsible for Information Technology Services Group at HGS. He takes care of implementing, maintaining and monitoring world class technology Infrastructure, Information Security and SMAC solutions. He has over 27 years of experience in the technology domain across... Read More →
avatar for Debranjan Routray

Debranjan Routray

GM – ASG, Vodafone
Industry Experience ; 23+ years experience in telecom domain starting from Research & Development, Product Development, Software Development, Consulting, System Integration, Process and Product Engineering and Network Transformation.; Experience in dealing with Large Multinational... Read More →


Thursday October 12, 2017 11:50 - 12:50 PDT
Royal Ballroom