Contact Center Technology


Price: $945

Demystify contact center technologies and gain insight into the business impact technologies already have in place or new ones you may use in the future.

Today’s innovations can help you to enhance customer value, control—even reduce—costs, meet customer expectations and handle increasing customer contact workloads. Yet technologies such as Voice over IP, speech recognition, Web integration, CTI, CRM, multimedia queuing, email management, performance optimization, and virtual contact centers pose a complex challenge for anyone trying to evaluate current and future technology needs.

Through ICMI’s Contact Center Technology: Hot Topics course, led and developed by Strategic Contact, Inc, you’ll gain vendor-neutral insight into the business impact of technologies used to solve today’s business problems – and those ahead. You’ll cover the technologies every center needs and the innovations that are changing the landscape.

Key transformations are happening in the industry that can significantly impact your center’s operational excellence and costs. In this course you’ll address the complete range of technologies in easy-to-understand terms, including:

  • Infrastructure (VoIP, SIP)
  • Multimedia routing (voice, email, text chat, fax, web calls, mobile)
  • Virtualization (multi-site, home agents, integrated outsourcing)
  • Performance tools (including business intelligence, analytics, scorecards)
  • Personalized applications (routing, self service, scripting, alerting)
  • Developments in speech-based self-service (VXML)
  • Data applications (customer relationship management tools, knowledge management)
  • Unified Communications, Customer-Enabled Business Processes, Web 2.0
  • Sourcing strategies (premise/hosted/managed)

You will learn practical information about today's technology that will "arm you for the discussion" with your contact center or IT counterparts, as well as vendors. Most importantly, you'll leave the session ready to tackle your own projects successfully. You’ll walk away with a complete understanding of the technology landscape—that you can immediately apply.

Designed for operational managers and IT support staff who want a deeper understanding of contact center-specific technologies and need to:

  • Learn more about the breadth of technology available for the contact center.
  • Optimize technologies already in place to meet business needs.
  • Explore and plan for new innovations that everyone will need in the future.
  • Gain an understanding of the technology landscape that can be applied immediately.

Course Materials

  • Printable Slide Presentation
  • Industry Articles
    • Build a Believable and Achievable Business Case
    • Contact Center Technology Adoption in the Age of Technology Transformation
    • Converged IP Contact Centers Have Arrived: How to Begin the Migration Process
    • Create a CRM Success Story
    • Creating a Business and IT Partnership for Success
    • CRM - Friend or Foe
    • CTI - Receding or Resurging?
    • Delighting Customers With Multimedia Service
    • Does Best-of-Breed Beat the Suite?
    • Five Reasons to Adopt Speech Recognition IVR
    • How to Identify IVR/CTI Performance Problems
    • Just Do It Right!
    • Looking at Metrics in a Whole New Light
    • Overwhelmed by Tactical Issues? It's Time to Flex Your Strategic Muscles!
    • The State of E-Care: A Benchmarking Study
    • Top Tips to Find a Tip-Top Vendor Solution
    • Transforming the Contact Center With Performance Optimization
    • VoIP: It's Not Just About Switches Anymore!
  • Handouts

Cancellation Policy

Please take a moment to read the cancellation policy.



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