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Best Practices for Evaluating and Selecting a Contact Center Solution


Your contact center is an integral part of overall operations – without efficient and effective performance levels customer satisfaction will decrease leading to fewer sales and ultimately lost revenue.

But with the myriad of contact center systems available today it can be challenging to find the one that best fits your business’s needs.

This exclusive webcast aims to alleviate these selection complexities by providing you with expert strategies for evaluating contact center vendors and outlines key capabilities to look for in contact center technology.


Nancy Jamison Principal Analyst, Frost & Sullivan

Nancy Jamison has 30+ years of industry experience spanning product marketing and management, market analysis and strategic consulting, with a focus on Contact Center and Speech Technologies. Particular expertise in:

Supply and demand-side quantitative market research and analysis

Product management, marketing, pricing and competitive analysis

New market expansion strategies and partner development programs for vendors

Drew Kraus Research Vice President, Gartner Inc.

Drew Kraus is a research vice president for the worldwide enterprise communications applications team of Gartner's Technology & Service Provider Research group. His research covers contact centers, unified communications, and various contact center and converged technologies.

Sheila McGee-Smith Founder and Principal Analyst, McGee-Smith Analytics

Sheila McGee-Smith, the founder and principal analyst of McGee-Smith Analytics, is a leading communications industry analyst and strategic consultant focused on the contact center and enterprise communications markets. She has a proven track record of accomplishment in new product development, competitive assessment, market research, and sales strategies for communications solutions and services.

Robin Gareiss

Robin Gareiss is Executive Vice President, CFO, and Senior Founding Partner for Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.

Interactive Intelligence, Inc.
Nov 27, 2012, 01:17 EST (06:17 GMT)

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