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Call Center Technology and Communications India

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  • 1. Book and pay before 9 September CALL 2010 to save up to US $100 CENTER TECHNOLOGY & COMMUNICATION I N D I A Utilizing the latest technologies to enhance customer experience and improve internal processes International conference: 29 - 30 November 2010 Radisson Suites, Gurgaon, India Exclusive industry insights from: Key areas of focus include: Adil Katrak, Site Director, Dell • Enhancing the customer experience through Subramanya. C, Global Chief Technology Officer, innovative solutions HTMT Global Solutions Rahul Gupta, General Manager – Customer • Improving communication through state-of-the-art Applications, Vodafone Essar networks Milind Godbole, President – Asia Pacific, Aditya Birla Minacs • Streamlining operations and aligning IT Meeta Kalra, Head – Total Customer Experience & infrastructure Process Excellence, Hewlett Packard India • Maximizing revenue and reducing costs Umesh Vyas, Chief Process Officer, Intelenet Global Services • Exploring the latest trends in Call Center Vijay Narsapur, Associate Vice President – Customer Service, Infosys BPO Technology For more information or to register – Tel: +971 4 364 2975 Fax: +971 4 363 1938 Email: enquiry@iqpc.ae www.callcentertechindia.com Media partners: Researched and developed by:
  • 2. CALL Conference day one: Monday 29 November 2010 CENTER TECHNOLOGY & COMMUNICATION I N D I A 8:30 Registration, refreshments and networking 12:20 Interactive panel discussion - boundaries for call center technology 9:00 Chair’s welcome and opening remarks • Discussing the constraints of call center technology • Reviewing the call center technology environment The role of technology in improving customer in the last decade and drawing a comprehensive experience roadmap for the future • Q & A session on the role of technology in customer 9:10 Enhancing the customer experience through the service and experience latest innovative technologies Vijay Narsapur, Associate Vice President – Customer • Higlighting the latest solutions for a superior Service, Infosys BPO customer experience Renu Banerji, Head - Regional Support (South & West), Aircel • Introducing video calls for better customer Adil Katrak, Site Director, Dell interaction Umesh Vyas, Chief Process Officer, Intelenet Global • Assessing the role of technology in changing the Services way services are offered to the consumers 13:00 Lunch break and networking opportunity Renu Banerji, Head - Regional Support (South & West), Aircel 14:00 Ensuring high quality of calls through latest quality management software and speech analytics 9:50 Leveraging technology to enhance communication between the outsourcing partner • Evaluating the latest quality management software and the client available for industry • Discussing the role of speech analytics to provide • Examining solutions to improve communication fool proof and stable data between a BPO and the client • Assessing improvements in voice and data • Assessing existing legacy systems to improve recording over the last decade scalability Milind Godbole, President – Asia Pacific, Aditya Birla • Exploring new technologies to adhere to service Minacs level agreements and overcome challenges in 14:40 Comparing premise based and hosted technologies processes for better control over infrastructure Adil Katrak, Site Director, Dell • Evaluating advancements in automatic call distribution, interactive voice response and call Maximizing productivity and improving routing internal operations • Periodically assessing equipments and technologies for upgrades to enhance performance 10:30 Leveraging technology to achieve operational • Comparing premise based and virtual technologies excellence in the BPO environment • Exploring customised ERP solutions for call Elangovan Kalidasan, Head – IT, e4e (Bangalore centers and BPOs to improve internal operations Delivery Center) • Gaining real time visibility across the business 15:20 Afternoon break, networking and refreshments operation 15:50 Using remote and virtual technologies to enhance • Using an integrated call center suite to access customer support and employee performance information at anytime • Achieving personalised support through remote Umesh Vyas, Chief Process Officer, Intelenet Global support systems and technologies Services • Enhancing employee training processes and overall productivity through real time support 11:10 Morning break, networking and refreshments • Using screen recording to monitor performance levels and productivity 11:40 Analyzing the role of social media in improving Manjunath Kashi, Director – GDIS Global Network customer interaction and connecting with the Services, Unisys target market 16:30 Interactive discussion panel – introducing SIP • Discussing the emergence of social media as a protocol in India powerful tool and an important communication • Working with the government and regulatory channel for the industry authorities to introduce SIP in India • Utilizing social media to manage business and • Discussing the advantages of SIP over PSTN customer database • Reducing redundancy by using SIP protocol Manjunath Kashi, Director – GDIS Global Network • Using social media as a flexible platform to Services, Unisys involve the workforce in the organization’s Elangovan Kalidasan, Head – IT, e4e (Bangalore strategies Delivery Center) Amita Krishna, Managing Director, Callcentres.net 17:00 End of conference day one For more information or to register – Tel: +971 4 364 2975
  • 3. CALL Conference day two: Tuesday 30 November 2010 CENTER TECHNOLOGY & COMMUNICATION I N D I A 8:30 Registration, refreshments and networking 12:20 Interactive discussion panel – explaining the relevance of a cloud based system in call centers 9:00 Chair’s welcome and opening remarks • Feasibility of deploying a cloud computing model in the call center industry Exploring technologies to drive growth in • Assessing scalability, security and reliability in a domestic operations cloud computing environment • Stressing the importance of cloud computing in 9:10 Implementing cost-effective technologies for captive call centers domestic call centers Subramanya. C, Global Chief Technology Officer, HTMT • Customizing solutions to fit the domestic call Global Solutions center industry for driving growth Krishnaprakash Maurya, Director- Information • Developing a technology roadmap for the Technology, Sitel domestic call center industry Nirmalya Khan, Vice President Operations, Zenta Knowledge Services • Performing technology gap analysis and implementing technologies to achieve better first 13:00 Lunch break and networking opportunity call resolution rates Maximizing performance and achieving Mallikarjuna Rao, Vice President – Shared Services process compliance Operations, Idea Cellular 9:50 Discussing advancements in CRM systems and 14:00 Improve results through performance management their vital role in driving the industry tools • Effectively using the latest CRM systems to • Evaluating and reviewing latest performance improve customer relations and achieve management tools for effective implementation customer retention • Efficiently integrating performance management tools into your existing infrastructure • Discussing the role of CRM systems in telecom • Reducing repeat calls and developing performance • Using social CRM (SCRM) to empower your metrics customers and grow your customer base Nirmalya Khan, Vice President Operations, Zenta Rahul Gupta, General Manager – Customer Knowledge Services Applications, Vodafone Essar 14:40 Leveraging virtualization technologies to achieve Exploring the role of cloud computing in call improved process compliance centers for increased interoperability • Discussing the advent of IP telephony and its role in call center communications 10:30 Reducing infrastructure costs through Software • Improving customer service quality, time-to-response as a Service (SaaS) and first call resolution through virtualization technologies • Deploying vital applications like IVR, workforce management and CRM on a shared platform in a • Streamlining communication through a converged data center voice and data infrastructure Saravanan Thambusamy, Vice President – Technology, • Gaining flexibility and reducing operating costs Allsec Technologies through a SaaS model and on-demand technologies 15:20 Afternoon break, networking and refreshments • Comparing SaaS and premise-based 15:50 Interactive discussion panel – can technology help in technologies employee satisfaction and reduce attrition rates? Subramanya. C, Global Chief Technology Officer, • Discussing the role of technology in employee HTMT Global Solutions retention 11:10 Morning break, networking and refreshments • Effectively using human resource management solutions and realistic job preview tools to establish 11:40 Reviewing the benefits of a cloud computing honest expectations from the employees model in call centers • Using technology to enhance employee communication • Tapping the potential of cloud based computing and hosted solutions in the call center industry Meeta Kalra, Head – Total Customer Experience & Process Excellence, Hewlett Packard India • Reducing complexities in implementation, storage Mallikarjuna Rao, Vice President – Shared Services and infrastructure through a cloud based model Operations, Idea Cellular • Integrating cloud computing to drive innovation in Nirmalya Khan, Vice President Operations, Zenta your call center Knowledge Services Krishnaprakash Maurya, Director- Information 16:30 Final comments from the chair and end of conference Technology, Sitel For more information or to register – Tel: +971 4 364 2975
  • 4. CALL Hear what past delegates said about our previous CENTER Call Center and BPO events: “I love Call Center Week because the conference definitely TECHNOLOGY & COMMUNICATION I N D I A allows us to understand the innovation that is going on in the business; the technology that is emerging and how we can Riding on the remarkable success of our series of Call Center and BPO apply it to drive our customer satisfaction higher." events in the US and Asia, IQPC is delighted to bring you Call Center Technology and Communication India. Director Sales Operations and Customer Service, Black & Decker To sustain its growth and continue to attract business to India, the industry is exploring latest technologies. "We think this is a fantastic event. We have visited other call center conferences around the country to determine which Call Center Technology and Communication India will provide would be the best place to make a big presence and our a platform to explore latest technologies for the call center and BPO conclusion was that IQPC puts on the best event. It is not industries to maximize revenue and enhance customer experience. only fabulous from an operation, sharing information The event will bring together experts from across the globe to discuss perspective but they always have it in a fantastic hotel and new strategies and trends to implement state-of–the art solutions. facility. It has been a great experience for us." Who will you network with at Call Center Technology and Executive Vice President, Language Services Association Communications India? “..one of the great benefits is that this conference brings This is a must attend event for senior decision makers in the Call together all aspects of call center management under one Center / BPO industry. Job titles include: roof in a short time span. It allows you to connect the dots Chief Technical Officers between each department's responsibilities and allows us Chief Information Officers all to hear such diverse perspectives. It allows us to see gaps Chief Operating Officers (COOs) in a lot of our departments by comparing all the different Site Directors aspects that we need to know about." Executive Vice Presidents, Vice Presidents, Senior Vice Presidents, Manager of Customer Satisfaction Loyalty, Sprint Nextel Heads, GMs, Directors and Managers “You must be very proud of the success IQPC had. I must • Information Technology • Business Unit say that we had a fantastic time and found so many great • Operations • Process takeaways that will continue to help us motivate our team • Customer Service • Quality and grow our Call Center. " • Call Center • Training, learning and development Customer Relations Manager, Bath & Body Works "It's been a wonderful experience over the last couple of Job title breakdown days at Call Center Week. This is the first time I have 5% 5% 10% 5% attended. It has been incredible, the people I have met have 5% 10% been amazing and the presentations super. I was fortunate enough to have a collaborative session through a panel 10% 10% discussion in which I learned a lot. Vice President of the Toronto Contact Center, ScotiaBank 10% 10% Toronto. 10% 10% Chief Technical Officers Customer Service Heads/ VPs/ GMs/ Directors Chief Information Officers Call Center Heads/ VPs/ GMs/ Directors Chief Operating Officers (COOs) Business Unit Heads/ VPs/ GMs/ Directors Site Directors Process Heads/ VPs/ GMs/ Directors Media partners: Information Technology Heads/ VPs/ GMs/ Training, Learning and Development Heads/ VPs/ Directors GMs/ Directors Operation Heads/ VPs/ GMs/ Directors Quality Heads/ VPs/ GMs/ Directors Industry breakdown 15% 25% 2% 3% Sponsorship & exhibition opportunities 8% Only at Call Center Technology and Communication India will the highest-level decision makers attend in one place at one time. They will evaluate products and services and will look to short-list potential 7% suppliers. 5% 25% • Can you afford to miss out on this opportunity? 10% • Do you have a product or service that our senior decision-makers Non-captive call centers Manufacturing (electronics, consumer goods etc) and influencers need? Captive call centers Telecommunications Healthcare We have a range of business development / marketing and sales Government agencies solutions that will be tailored to specifically deliver on your business IT (Hardware, peripherals and software) objectives. For more details, call +971 4 364 2975 or email Finance (credit cards and Hospitality and tourism mortgage), banking, insurance sponsorship@iqpc.ae For more information or to register – Fax: +971 4 363 1938 Email: enquiry@iqpc.ae Website: www.callcentertechindia.com
  • 5. 4 WAYS TO REGISTER International conference Online: www.callcentertechindia.com Email: enquiry@iqpc.ae CALL 29 - 30 November 2010 Phone: +971 4 364 2975 Fax: +971 4 363 1938 CENTER TECHNOLOGY & COMMUNICATION Venue: TEAM DISCOUNTS Team discounts available on request. Call +971 4 364 2975 for more information. I N D I A Radisson Suites, Gurgaon, India VENUE & ACCOMMODATION Venue: Registration form Radisson Suites Gurgaon B Block, Sushant Lok, Phase 1, Gurgaon, Haryana 122002 IndiaPhone: +91 124 4719000 Fax: +91 124 4227777 Email: sales2@radissonsuitesggn.com www.radisson.com/gurgaonin_suites VENUE & ACCOMMODATION Hotel and travel costs are not included in the registration fee. For assistance in your travel and accommodation requirements, please refer to details below: Room Reservation Special / corporate rate for room accommodation is available in the hotel. You may contact the hotel directly as per the details above quoting IQPC Middle East or the name of the conference. Event Code: 19215.001 Flight Reservation Contact Anuj Sachdev or Charo Marie at SNTTA Travel & Tours LLC CONFERENCE PRICES Dubai. For organizations based in India E- mail: iqpc@snttadubai.com Book and pay before 9 September and save up to US $50 Tel: +971 4 2829000 Fax: +971 4 2829988 www.sntta.com Conference package Before 9 September 2010 After 9 September 2010 Please book at the earliest for your convenience. Conference only (Save US $50) US $499 CONFERENCE DOCUMENTATION US $449 If you cannot make the dates you can still access all of the presentations delivered throughout the conference days for just US $450 post event. For organizations based outside of India Contact us on +971 4 364 2975 for further details. Book and pay before 9 September and save up to US $100 IQPC India Private Limited Standard Terms and Conditions Conference package Before 9 September 2010 After 9 September 2010 PAYMENT : • Payment is due in full at the time of registration and includes lunches, Conference only (Save US $100) US $999 refreshments and detailed conference materials. US $899 • Your registration will not be confirmed until payment is received and may be subject to cancellation. Prices are exclusive of tax. 10.3% service tax will be added to the advertised price upon registration. • If a booking is received 10 working days before the conference a credit card number will be required to confirm your place, likewise if full payment has not been received before the conference date. DISCOUNTS DELEGATE • All 'Early Bird' Discounts require payment at time of registration and before the cut-off date in order to receive any discount. • Any other discounts offered by IQPC (including team discounts) must also require payment at the time of registration. • All discount offers cannot be combined with any other offer. CANCELLATION AND SUBSTITUTIONS • You may substitute delegates at any time by providing reasonable advance notice to IQPC. • For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. • In the event that IQPC cancels an event for any reason, you will receive a We also accept payment by the following methods: credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. • In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. • Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. • IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC Cheque / Bank Draft: Made payable to IQPC India Private Limited shall assume no liability whatsoever in the event this conference is By Direct Transfer: Please quote 19215.001 with remittance advice cancelled, rescheduled or postponed due to a fortuitous event, Act of Bank Name: HSBC BANK Gurgaon Account number: 054-360565-001 God, unforeseen occurrence or any other event that renders performance Account Name: IQPC India Private Limited Swift Code: HSBC INBB IFSC CODE: HSBC0110005 of this conference impracticable, illegal or impossible. For purposes of this Intermediary USD Bank details. Please remit by SWIFT MT103 clause, a fortuitous event shall include, but not be limited to: war, fire, labor For further credit to IQPC India Private Limited; Account number: 054-360565-001 with HSBC India (Swift – HSBCINBB) strike, extreme weather or other emergency. through HSBC Mumbai’s account no.000-04417-2 with HSBC Bank USA New York. HSBC BANK USA, New York Chips Code : 302755, HSBC BANK USA, New York Swift code: MRMDUS33 PROGRAMME CHANGES HSBC BANK USA, New York ABA Routing Number: 021-001-088 • Please note that speakers and topics were confirmed at the time of publishing; however, circumstances beyond the control of the Please tick the appropriate box if you would like to pay by one of these methods and our customer services team will contact organisers may necessitate substitutions, alterations or cancellations you directly to finalise the payment of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be updated on our web page as soon PAYMENT TERMS as possible. Payment is due upon receipt of invoice. Bookings received within 10 working days of the conference require a YOUR DETAILS credit card number to confirm your place. Payment prior to the event is mandatory for attendance. All bookings • Please email our database manager at enquiry@iqpc.ae and inform gaining the early bird discount must be paid before the early bird date, otherwise the full rate will be applied him/her of any incorrect details which will be amended accordingly. and charged. In these instances payment of the full amount will be required before entry to the event.

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