Pre-conference workshop

Monday, 7 March 2005 Enabling superior productivity and service delivery through voice in your contact centre Click here to register The Ministry of Social Development (NZ) is the world’s first fully converged enterprise infrastructure with over 10,000 desktop users. This workshop provides you with the first opportunity to hear from and interact with the two people that have significantly changed the way customer contact services are delivered in New Zealand’s largest government ministry.  The capacity of the services have more than doubled, functionality has been dramatically improved yet costs have been lowered!  The implementation of the IP-based Contact Centre solution has enabled the virtualisation of the entire organisation. It has enabled the use of voice biometric prints for both internal and external verification, the voice enabling of applications for both internal and external usage and the ability to record all voice transactions. Every member of the organisation can inherently be associated with one or multiple contact centres irrespective of location. This workshop takes you beyond theory –turning the vision into real-world service delivery.  The workshop format provides an in-depth analysis exploring: Building IP-based, converged contact centre services Leveraging fully converged network - integrating systems, processes, people and contracts to deliver superior service at lower cost Enabling 24x7 self-service functionality through voice-enabled applications Implementing a functionally-rich, geographically-independent contact centre environment to every one. Key benefits of the workshop include: Opportunity to interact directly from one of the industry’s leading forward thinkers This workshop covers the real-world, practical experience obtained from implementing an IP-based contact centre (beyond theory and white papers) Hear and discuss how you can integrate operational management, voice-enabled applications, biometric security, call recording and analysis and business applications into contact centre services Hear and discuss what tangible benefits can you expect from changing the location-based contact centre paradigm Learn what the prerequisites are for anywhere, anytime, managed customer service Discuss organisational and operational structures needed to implement an IP-based contact centre Review the obstacles and technical issues you are likely to face in moving your operation forward Course times and documentation: Participants will receive comprehensive documentation including all presentation material. 1:00 pm      Workshop registration and arrival coffee 1:30 pm      Workshop commences 3:00 pm      Afternoon tea 3:30 pm      Workshop recommences 5:00 pm      Workshop concludes Meet your expert presenters: Neil Miranda, Information Systems Co-ordinator, Ministry of Social Development New Zealand   Neil has worked within the NZ Government sector for the past 10 years as Information Systems Co-ordinator for the Department of Social Welfare (DSW), the Ministry of Social Policy and currently the Ministry of Social Development.  During his tenure, Neil has helped institute a world leading yet highly cost effective IT infrastructure for approximately 25% of New Zealand Government.  He was the first person in the world to completely converge his infrastructure on IP, in September 2000.  Since this time, the converged IP infrastructure has been leveraged to integrate cellular, wireless and contact centre services. Peter Williams, Information Systems Coordination Unit Project Manager, Ministry of Social Development New Zealand In 1991 Peter formed Forté Associates – a private consulting company.  Since then he has carried out consultancy and project management tasks with organisations such as NZ Post, Accident Compensation Commission, and the Department of Inland Revenue.  Over the last ten years, Peter has worked closely with Neil at the Ministry of Social Development.  During this time, he has been the project manager on many innovative and challenging projects.    Click here to register For more information regarding the workshop or conference program, please contact James Jancu, Conference Director on +61 2 9005 0756 or email james.jancu@terrapinn.com