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Help, I need a Plan for a Plan: Sorting out your path for Migrations, Upgrades, Integrated Roadmaps

Track : 800 - Global Services

Program Code: 815

Date: Thursday, April 22, 2010

Time: 8:15 AM to 9:15 AM EST

Room: 401

PRESENTER (S):

Natalie Romano, Professional Services Managing Director, Avaya

Natalie leads the Strategic Communications Consulting organization for North America and a Principal Consultant with experience across diverse industry sectors and customers of all sizes. She has a proven track record as a strategist, leader and advisor in developing world-class contact centers, understanding every aspect of the contact center and translating that knowledge into detailed action plans for customers. Natalie has worked in environments that cover the spectrum from new start-up and small single-site centers to large enterprise and multi-site centers using highly advanced technology. With 18 years of experience working with contact center technology, business and operations planning, Natalie has personally designed, developed and/or advised for over 400 contact center organizations globally. She has worked with contact centers that span a broad range of operations involving inbound, outbound, blended, e-mail handling and web integration Natalie is responsible for leading consulting professionals and consulting with customers and partners alike with defining the strategic vision of their contact center and assessing the alignment of the organization to reach that vision. Her services include strategy planning, business and operations consulting and technical assessments. Her wide range of expertise includes inbound and outbound centers, solution development and implementation, business and ROI analysis , benchmarking research, alternate and multi-channel integration. Natalie is recognized as an industry expert by customers, colleagues and peers alike and shares her experiences in articles she authored and recently shared her experiences and provides insight into contact centers today during a recent executive interview in a leading industry publication.

Diane Royer, Senior Marketing Manager Service, AVAYA

LEARNER OUTCOMES: We understand your pain and know the pressures you face as you look to determine what migration or upgrade path to take with your systems.

For example, looking at your Contact Center environment whether they contain a mix of multi-vendor soltuions integrated with Nortel CallPilot, or Avaya messaging - the decisions are daunting.

Join this session to understand the best practices for wrap and embrace verses rip and replace. Hear and see how other customers have navigated these waters and what they did to overcome challenges, cut costs, mitigate risks and ultimately have a successful plan that drove business. Success covers from developing and deploying on strategic plan with clear milestone tactics which delivers results and is defensible to your line of business owners.

Handout

(Code: 815)

Attendee: Free

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