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VP - Global Client Engagement
Manager, Corporate Awards
Assistant Vice President - Head of IT Customer Service
Senior Vice President - Applications Group, North America at Vonage Business Me
VP, Product and Segment Marketing
Where Is The Problem?
Contact center managers who are looking at technology solutions from a number of different vendors should first look at the problems in their call centers. Next they should look at the solutions that they are looking at implementing, and then to look for technology solutions to implement that. Next, as you look at vendors and contact center companies, make sure that you can talk to companies that can show you the technology working and can show ROI’s where they have actually saved money or increased customer satisfaction or call center productivity. Lastly, technology is changing very fast and be sure to push your vendors as to their migration strategy. Make sure that you can upgrade and move forward without having to throw out what you have installed. - Scott Sibuns of Advanced Technologies Group