The Ministry of Social Development (NZ) is the world’s first fully converged
enterprise infrastructure with over 10,000 desktop users.

This workshop provides you with the first opportunity to hear from and interact with the two people that have significantly changed the way customer contact services are delivered in New Zealand’s largest
government ministry. The capacity of the services have more than doubled, functionality has been dramatically improved yet costs have been lowered!

The implementation of the IP-based Contact Centre solution has enabled the virtualisation of the entire organisation. It has enabled the use of voice biometric prints for both internal and external verification, the voice enabling of applications for both internal and external usage and the ability to record all voice transactions. Every member of the organisation can inherently be associated with one or multiple contact centres irrespective of location.

This workshop takes you beyond theory – turning the vision into realworld service delivery.

The workshop format provides an
in-depth analysis exploring:

• Building IP-based, converged contact centre services
• Leveraging fully converged network – integrating systems, processes,
  people and contracts to deliver superior service at lower cost
• Enabling 24x7 self-service functionality through voice-enabled
  applications
• Implementing a functionally-rich, geographically-independent contact
  centre environment to every one.

Key benefits of the workshop include:

• Opportunity to interact directly from one of the industry’s leading forward thinkers
• This workshop covers the real-world, practical experience obtained from implementing an IP-based contact centre (beyond theory and white papers)
• Hear and discuss how you can integrate operational management, voice-enabled applications, biometric security, call recording and analysis and business applications into contact centre services
• Hear and discuss what tangible benefits can you expect from
  changing the location-based contact centre paradigm
• Learn what the prerequisites are for anywhere, anytime, managed customer service
• Discuss organisational and operational structures needed to
  implement an IP-based contact centre
• Review the obstacles and technical issues you are likely to face in moving your operation forward
  
  

  This workshop has limited places and will sell out. Book now to avoid missing out!

                                    Course times and documentation:

Participants will receive comprehensive documentation including all presentation material.

9:00 am         Workshop registration and arrival coffee
9:30 am         Workshop commences
11:00 am       Morning tea
11:30 pm       Workshop recommences
1:00 pm         Workshop concludes