Moving to Cloud: What Your Contact Center Needs to Know
Empowering contact center excellence for 30 years!

Moving to Cloud: What Your Contact Center Needs to Know

Date: Available On-Demand

Time: Watch It Now

Presenters: Michael Manfredo, Bill Parry, Brian Feinberg, Sarah Stealey Reed

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According to ICMI research, 30% of contact centers are considering an investment in cloud technology this year. Are you? Should you?

Is moving to the cloud right for your center? Does it make financial sense?  Is it secure? What do you need to know to ensure a smooth transition from premise to cloud? Where does it make sense to take a hybrid deployment approach?

In this webinar we’ll explore all these questions and provide you with the guidance needed to make an educated decision for your business.

Join us as ICMI community expert Michael Manfredo explains what the cloud can do for your organization, and offers guidance for technology selection and implementation.  He’ll take a look at the potential challenges and benefits of cloud-based solutions, and present real-world case studies and best practices that you can apply across your contact center.

We’ll also hear from zipwire expert Brian Feinberg who will discuss what’s next for contact center cloud technology, and demonstrate how the right cloud solution can help your contact center deliver remarkable customer experiences.

Watch this Webinar and learn: 

  1. How to determine whether cloud or premise solutions are right for you
  2. Best practices for a successful cloud implementation
  3. How to choose the best technology solution for your contact center

Join us for this interactive and informative hour—complete with audience polls and live Q&A.

Presenters

Michael Manfredo

Senior Consultant, Customer Experience, West Monroe Partners

Michael Manfredo is a senior consultant in West Monroe Partners’ Customer Experience practice. He has more than five years of experience providing customer relationship management (CRM) and analytics solutions to clients in the financial services, banking, private equity and alternative investment, government, retail, professional and legal services, and healthcare and life sciences industries. Michael’s areas of expertise include requirements and process definition, business and user case development, package software selection and implementation, data conversion, and custom integration solutions. Michael’s experiences also include managing CRM projects, allowing him to build strong client relationships. Michael earned a bachelor’s degree in General Engineering from the University of Illinois at Urbana – Champaign. He is a certified specialist for Salesforce.com, Microsoft Dynamics CRM, and InterAction.

Bill Parry

Senior Manager, Customer Experience, West Monroe Partners

Bill is a senior manager in the customer experience practice with a focus on customer relationship management (CRM). With over 30 years of CRM and contact center experience in virtually every major industry, Bill provides thought leadership and active guidance to the teams that help companies optimize their interactions with their customers. 

Bill's experience includes over a dozen years as a strategy consultant and another twenty years in industry, including 15 years as a CIO. He is focused on delivering innovative solutions for interaction centers and overall customer experience management for many leading organizations within the financial services, healthcare, insurance, pharmaceutical, consumer goods, education, high-tech, logistics and entertainment industries. Bill's overall business mission is to help organizations optimize customer and partner experience interactions while meeting evolving business needs through best practices, analytics and advanced technology solutions.
 
 
Bill earned his Master’s Degree in Industrial Engineering/Operations Research from the University of Illinois – Urbana Champaign and a Bachelor’s Degree in Mathematics from St. Norbert College in DePere, WI.  He is also a frequent presenter at CRM conferences and seminars.

Brian Feinberg

Senior Product Manager, Aspect Cloud Service

As part of Aspect's product management team, Brian is focused on defining the future of Cloud Contact Center platforms and services. His responsibilities include Aspect's newly launched Zipwire offering (zipwire.aspect.com). Brian has nearly a decade of experience with leading companies in the IVR and contact center industry, with roles spanning development, product management, solutions architecture and sales engineering.

Sarah Stealey Reed

Director of Content Marketing, Zendesk

Sarah Stealey Reed is Director of Content Marketing at Zendesk. She has over 18 years of global expertise in the areas of operations, offshore outsourcing, customer experience, and contact center management. She is an influential strategic leader who has built contact centers from the ground-up, fiscally managed them to support growth, and acted as a turn-around specialist for struggling metrics and employees. Her expertise is in building the operational baseline, while improving and maintaining an exceptional level of customer satisfaction. A consistent and amazing customer experience regardless of location, language, tenure, or channel is her mantra.

She has held positions as the Senior Manager for the Workplace Services Call Center at Deloitte, and also as the Content Director for ICMI, where she was responsible for the editorial content and community strategy for icmi.com. She’s a writer, blogger, and social poster, and often speaks on Customer Support and Emerging Channels at national events and through online webinars.

Sarah can be reached, followed, liked, or shared through:

Twitter: @stealeyreed

LinkedIn


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