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Program Outline
DAY 2: October 21, 2008
9:00 - 9:30
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Invited Lecture: The end of the world as we know it
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How communication technologies changed the way business
interact with consumers
Martina Merslavic, PRISTOP
Due to communicaton technologies, consumers became prosumers, segments became communities
and mediated communication completely lost its efficiency. Welcome to the world
of direct and honest conversations where successful business not only communicate
with but also include consumers into innovation processes. No entry for
control freaks and the digitally illetarate. Have fun!
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9.30 – 11.00
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Technical Session 3: B2B and B2C Communication Solutions
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Efficient design, implementations and deployment of networking and communication
technologies which in a large portion take into consideration the enterprise business
models, business processes, customers and business partners profiles, can provide
efficient access to the global and niche markets in a large scale. It can also reduce
operation costs of various busines processes, e.g. purchasing, marketing, sales
and product deliveries or deployments.
This session illuminates and focuses on efficient utilization of networking and
communication technologies combined with other enterprise technologies like WEB
2.0 technologies and information systems and resources in order to effectively implement
communications with customers and business partners.
Special attention shall be give to:
- Integration of different ICT technologies for B2B and B2C solutions
- Solutions for B2B and B2C: Contact centers, CRM, ...
- Role of WEB 2.0 Technologies and it's effective utilization
- Effective business models and deployment scenarios for b2B and B2C communications
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Enabling efficient and rich customer interaction in contact centers
Boštjan Virant, Microsoft
Today's reality of a contact center consists of different communication channels
for customers, a number of LOB applications and variety of OSS/BSS systems. Microsoft
Customer Care Framework (CCF) helps to adress the challenges of bringing it all
together into a consolidated agent desktop that orchestrates all these systems and
provides singe 360° customer view.
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Contact Center – New way of customer care
Iztok Visočnik, Cisco
Presentation is going to show a new view of customer care, which is crucial in a
Web 2.0 environment. During presentation also Cisco’s main solution of Contact Centre
will be presented.
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Service Management Services
Gordan Sket, Solution Principal for Enterprise Infrastructure, HP
ITSM (IT Service Management) or “managing IT services” is essentially the “job”
of an IT department or an IT service provider with the intended result of optimizing
the return on IT to the business through consistent and predictable service levels
to the lines of business/service customers. HP ITSM solutions help IT organizations
to:
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Become business-driven
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Achieve continuous business-IT alignment
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Deliver IT services at defined service levels, quality, agility and cost targets
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Leverage best practices based upon industry standard ITIL methodologies
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11.00 – 11.15
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Cofee Break & Social Networking
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11.15 - 11.45
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Invited Lecture: Integrate -> Communicate -> Enchance the Business Rate
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Unified Communications for Business Environments
dr. Andrej Kos, University of Ljubljana
The Unified Communications environment is a generic term for the integration of
different communications systems, media, devices and applications that have until
now been separated and used in an independent way. The goal is to establish a hybrid
communications architecture that unifies, convergently interconnects and automates
different communications means into a unified end-user’s experience interlacing
various communications channels with current availability and communications profile
of the user.
Today, unified communications solutions are specifically targeted at business and
educational environments, wherein the need of optimised and simplified communications
amongst employees is specifically emphasized in order to achieve higher level of
efficiency, flexibility and success rate of business processes.
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11.45 – 13.15
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Technical Session 4: Telecom Hosting Solutions for Enterprise
needs
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In recent years, public telecom networks and services are transforming from
traditional vertically oriented network model with separated networks for voice,
mobile communications and data into one multi-media converged networks, which will
be rich of variety of multi-media services.
Can telecom hosting service provided by network operators and service provides,
like IP-Centrex, Large secure VPN networks, Managed QoS networking, converged
FMC solutions for enterprise, instant messaging and others, reduce enterprise's
investments into ICT infrastructure, and can reduce operation and maintenance costs?
What is a value of such services and solutions for enterprise?
These and many other questions will be addressed and examined in this session.
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Advanced Hosted Voice Communication Services
Samo Flerin, Iskratel
Web 2.0 refers to a perceived second generation of web-based communities and hosted
services which aim to facilitate collaboration and sharing between users. By integrating
voice into popular applications and Web services through Web 2.0 application mash-ups
VoIP platforms become infinitely more valuable to service providers and business
end-users. Now end-users can leverage their phone system in conjunction with critical
business applications used on a daily basis, and improve Web-based productivity. By
embracing Web 2.0/Voice 2.0 with VoIP platforms at the core, service providers significantly
improve the customization capabilities according to business customer needs.
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Software + Services
Boštjan Stražar, Microsoft
Enabling next generation enterprise services by establishing flexible, dynamic or
even on-demand boundaries between on-premise and in-the-cloud service components.
Service providers and operators are fuelling this model by providing wide range
of finished, attached and building block services for the enterprise connected via
the reliable communication infrastructure.
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Managed services solutions
Daniel Evdagić, Cisco
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13.15 - 14.30
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Lunch & Conclusion of the Symposium
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