The Value of a Call
Josef Thoma
Director Business Development for Contact Center Solutions

Highlights of the presentation:
The presentation discusses the value of a phone call from various perspectives and extends this view to other communication channels.

• How do business and calls relate?
• What are the ways to communicate, especially in business? How do we associate value to it?
• How to understand the process of communication?
• What are the key strategies to make and save money?
• What is the art of communication? What are the the keys to success?

CRM - Slow and Steady
Razvan Iliescu
President & CEO

Highlights of the presentation:

• Just one question
• A look in the mirror
• Shopping spree
• Lay it down
• Maiden flight

"Leading communications"
Dan Mazilu
General Manager

Highlights of the presentation:

• Call and Contact Center benefits
• New technologies in Call and Contact Center systems
• Key Features
• Easy steps to install and deploy a Call and Contact Center solution
• Q&A

"Nortel Contact Center Roadmap – 2009"
David Blatcher
Nortel Multimedia Applications – EMEA

Highlights of the presentation:
The presentation is an overview of the incremental functionality provided by Nortel Contact Center and how the customer service expectations will be addressed.
The solution provides an overvew of:

• delivering an integrated Unified Communications Customer Contact Solution
• enhancing redundancy, resilience, robustness, security and maintenance to meet the consolidated and virtualized needs of the market
• simplifying configuration, scripting and management
• enhancing the multi-channel product suite with Outbound Predictive Dialing

"Multimedia contact centers"
George Suciu
General Manager

Highlights of the presentation:

• Boost Contact Center Efficiency: Dialogic® Diva® Media Boards can help you please your customers and use your agents wisely
• Direct and routed communication : CRM, ERP and Groupware integration
• Fax campaigns : direct fax and and address book MAPI
• Virtual Port Connector : use the virtual extensions on the PBX instead of, or in combination, with IVR ports
• Dial from Outlook and by extension possibility to dial from any 3rd party application
• Log on as inactive for team leader and administrator: possibility to secretly supervise your agents
• Listening: possibility to secretly listen to a conversation between a customer and agent
• Campaign Dial Out Factor: allows to launch more calls per free agent, knowing that a percentage of the initiated calls will statistically fail
• Innovation for headsets: Dasan Electron Freemate
• Optimize your most important resource - your staff: Invision Workforce Management
• ChatCenter: Instant Messaging Web client for online text & video