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UNIS LUMIN's Riley to speak at ICCM Canada, March 22, 2005
UNIS LUMIN�s Senior IP Communications Principal Architect, John Riley, will be speaking at the ICCM (International Call Centre Management) Conference and Exhibition at the Metro Toronto Convention Centre, Tuesday March 22nd at 1:30 p.m.
John�s topic will be How To Implement a VoIP Contact Centre. John has 15 years of industry experience in many information technology environments, and brings with him extensive experience with the Cisco IP Communications architecture. He has a comprehensive knowledge of technology and business trends and specializes in helping UNIS LUMIN�s clients understand and adopt new technologies.
During this workshop John will review the specific benefits and risks associated with VoIP in contact centers. Although VoIP has been discussed for many years, the specific needs of Contact Centres using VoIP have not been addressed. This presentation provides a detailed approach to planning; designing and implementing a VoIP-based infrastructure to ensure a successful roll out.
Key learning points and objectives will include: defining an IP Strategy; keys to effective technology project management including roles, responsibilities, project mechanics and technology-related issues; an implementation checklist and what contact centre operations management can expect from its IT staff.