Session Information
User Group
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ThermoFisher Implements Avaya Contact Center Express (CCE)
Track
:
600 - Contact Center
Program Code:
630
Date:
Wednesday, April 21, 2010
Time:
4:00 PM to 5:00 PM
EST
Room:
503
PRESENTER
(S):
Dan Burgin, Avaya Paul Kraus, Manager IT, Call Center Solutions, Thermo Fisher Scientific
LEARNER OUTCOMES:
Come listen to Paul Kraus, IT Manager for Call Center Solutions for Thermo Fisher Scientific as he takes us through the project challenges, and solutions provided by Avaya CCE/WFM/QM solutions.
Thermo Fisher Scientific is a company based in Ottawa, Canada that serves the scientific community for instruments, equipment, lab products and a variety of specialty products & services. They have 4 remote Contact Centers and 150 Agents (with 11 agents who work from home) that perform order entry and customer service. To serve this dispersed community of agents, Thermo Fisher Scientific purchased and deployed Avaya Contact Center Express (CCE) and Avaya’s Workforce Management and Quality Monitoring solutions.
Come listen to Paul Kraus, IT Manager for Call Center Solutions for Thermo Fisher Scientific as he takes us through the project challenges, and solutions provided by Avaya CCE/WFM/QM solutions.
Finally, Daniel Burgin from Avaya’s Mid-Market Contact Center team (CCE team) will present the future roadmap and enhancements coming in Avaya CCE and other exciting news for Contact Centers under 400 agents who utilize Avaya CCE.
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