Customers require the ability to contact their vendors in many ways and be serviced as they see fit.  The more agility you have to allow contact, could enhance your competitive advantage. 
                                                                                                                                                         This session will explore the customer contact methods that are available now, including inbound (e-mail, Web chat, IM, voice, self-service) and outbound (e-mail, SMS, self-service).  Finally, roadmap direction for Contact Center applications will be discussed, including evolution to contextual adaptive integrations.