SWORD and Google to co-present with NewVoiceMedia at Call Centre Expo

“The Evolution of CTI” - 11:40AM, 17th September 2008 Call Centre Technology Room

Hosted Contact Centre provider NewVoiceMedia today announced that it will joined by speakers from Sword and Google at a presentation to be given during Call Centre Expo 2008. The 35 minute presentation will discuss the evolution of CTI from an expensive, premise-based ‘1st Generation’ solution to a web-based ‘4th Generation’ model. The presentation will be given at 11:40AM on 17th September in the Call Centre Technology room.

The authors will outline the power of search used in modern screen pops to provide contact centre agents with diverse information about the caller before the call is put through. The so-called ‘MediaPop’ provides multiple tabs of user-definable information that can range from basic caller identification, address and customer reference number (as available in current screenpop technology), to one where each tab is used to present the agent with ever-increasing layers of additional information. At the simplest level this could be details of previous call history, through spending pattern analysis based on a loyalty card, through geographic mapping and socio-economic analysis found on the ‘open’ web, to sophisticated enterprise-wide searches which trawl inside the corporate firewall for any information held on the caller.

The Presenters
Kieran O’Meara, Head of Telecoms Software and Consultancy Services, Sword Group
Brad Kilshaw, Partner Account Manager, Google Enterprise
Richard Pickering, NewVoiceMedia