Contact Center (and Beyond) at Enterprise ConnectContact Center (and Beyond) at Enterprise Connect

I've already been pre-briefed on some interesting contact center (and beyond) announcements that will be made at the show.

Our favorite contrarian tweeted last night. "TeleContrarian Isn't #enterprisecon here yet??? I'm sooooo bored. 3 more days until I get on that #British_Airways flight." I feel his/her pain. I haven't blogged here at No Jitter in a month. Sometimes it was because someone beat me to the story and said what needed to be said, such as Zeus and Dave Michels with their pieces on Avaya's web.alive or Michael Finneran with his story about IBM's Watson. Once it was because the No Jitter editor Eric Krapf decided to step into (on to?) my contact center beat and cover the Genesys Social Engagement announcement.

But things are definitely looking up. With Enteprise Connect just days away, No Jitter will be awash with stories from the announcements scheduled to be made there and the sessions themselves. For those looking for contact center sessions, this year there are three. Two will be found in the Unified Communications track, the third in the new Social Enterprise track.

On Monday afternoon, I will deliver my annual review of the Contact Center market, exploring the hot topics of social in the contact center, SaaS-based offerings and the use of contact center queuing, routing and reporting beyond the contact center. The discussions will highlight solutions by vendors both new and old that map to these top-of-mind topics.

On Tuesday morning, The Social Enterprise track will turn its attention to the contact center. As with many enterprise communications trends, the contact center often offers the most immediate ROI, and the number of solutions announced in the last year supports that. Socialize Your Contact Center for Greater Customer Engagement will feature speakers from four companies: ALU/Genesys, Interactive Intelligence Siemens, and Cisco-reseller partner Spanlink. Each will talk about real customer examples of companies investigating, piloting or fully implementing social media solutions in the contact center.

On Wednesday afternoon I will moderate the Contact Center Executive Forum, with high-level representation from contact center market leaders ALU/Genesys, Aspect, Avaya, Cisco, and Interactive Intelligence. This always well-attended session is a PowerPoint-free zone. The session is driven by audience questions to the panel--make sure to attend to see the often-pointed commentary among the panelists.

In addition to the conference sessions, I've already been pre-briefed on some interesting contact center (and beyond) announcements that will be made at the show--so look for "live from Enterprise Connect" blogging by me and my fellow bloggers next week.

See you in Orlando!

But things are definitely looking up. With Enteprise Connect just days away, No Jitter will be awash with stories from the announcements scheduled to be made there and the sessions themselves. For those looking for contact center sessions, this year there are three. Two will be found in the Unified Communications track, the third in the new Social Enterprise track.

On Monday afternoon, I will deliver my annual review of the Contact Center market, exploring the hot topics of social in the contact center, SaaS-based offerings and the use of contact center queuing, routing and reporting beyond the contact center. The discussions will highlight solutions by vendors both new and old that map to these top-of-mind topics.

On Tuesday morning, The Social Enterprise track will turn its attention to the contact center. As with many enterprise communications trends, the contact center often offers the most immediate ROI, and the number of solutions announced in the last year supports that. Socialize Your Contact Center for Greater Customer Engagement will feature speakers from four companies: ALU/Genesys, Interactive Intelligence Siemens, and Cisco-reseller partner Spanlink. Each will talk about real customer examples of companies investigating, piloting or fully implementing social media solutions in the contact center.

On Wednesday afternoon I will moderate the Contact Center Executive Forum, with high-level representation from contact center market leaders ALU/Genesys, Aspect, Avaya, Cisco, and Interactive Intelligence. This always well-attended session is a PowerPoint-free zone. The session is driven by audience questions to the panel--make sure to attend to see the often-pointed commentary among the panelists.

In addition to the conference sessions, I've already been pre-briefed on some interesting contact center (and beyond) announcements that will be made at the show--so look for "live from Enterprise Connect" blogging by me and my fellow bloggers next week.

See you in Orlando!