Managing contact center infrastructure is an ongoing challenge for IT professionals. Today's typical center is comprised of many unique components that are integrated to provide real time contact queuing, routing, and reporting. The results are systems that are 'brittle' and very hard to manage, let alone accommodate transformational enhancements that would drive increased business advantage. Can the overall industry drive to cloud computing help? Or due to the unique requirements of uptime, scalability, and security for real time communications in contact centers should IT managers stick with traditional premise based systems?

Art Schoeller, Principal Analyst from Forrester Research will discuss the following issues surrounding how, when, and where enterprises are considering and deploying cloud based solutions for contact centers:

• Consumers are demanding more comprehensive multi-channel support - how can IT keep up?
• Contact center technology buyers - what are they saying?
• The move to VoIP - a trigger point for cloud, or a reason to stay on premise?
• Selection criteria for a cloud based contact center solution.

Vidur Apparao, CTO of LiveOps, will discuss how cloud based technology simplifies IT management of contact centers and measured steps taken by customers during a transition, ensuring mission critical availability, industry standard security and virtually no downtime.

Audio is streamed over the Internet, so turn up your computer speakers!