Thinking about moving your contact center to the cloud? There are many advantages to doing so, including increased scalability, fast access to the latest technologies, reduced strain on IT staff, reduced upfront capital costs, and simplified accounting of technology assets with reduced risk of unforeseen costs. But there are many considerations, such as security, reliability, and which model of delivery will work best for your organization. To help organizations decide whether moving their communications to the cloud is right for them, Interactive Intelligence is presenting a free webinar, "Cloud Communications: Is It The Right Move For Your Business?" at 11:30 a.m. ET (8:30 a.m. PT), Tuesday, May 3. To register for this free educational event, click on the link below.
An extensive Q&A session will follow the presentation, at which time Fluss and Thomas will be joined by Richard Snow, Ventana Research vice president and research director and Joe Staples, Interactive Intelligence chief marketing officer.
Is the cloud the right move for your business communications solutions? Join us for this free webcast to find out. Speakers: Donna Fluss
President, DMG |  |  Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 26 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, the PCI-DSS Guide for Contact Center Managers, and many leading annual industry reports on contact center hosting, IVR, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Donna is a highly respected speaker whose articles and columns are carried by publications around the world.
| Erwin R. Thomas
Senior Director of the Customer Care Solutions Center at Philips Healthcare | |  Erwin can best be described as a business manager with distinctive competencies in service operations, sales / marketing, and Six Sigma.
Erwin's career has progressed through increasing leadership positions in the functions of sales, sales management, product and service marketing, productivity programs, Six Sigma and service operations. His broad background has honed his organizational competencies to provide timely solutions utilizing advanced change management and process management techniques, Six Sigma, and acquisition evaluation/integration.
Erwin served 20 years in GE's Healthcare, Corporate Marketing, and Industrial businesses. He spent a year with a start up company prior to joining Philips Healthcare. He has spent the past 7 years with Philips. Currently, Erwin leads Philips North American Healthcare Customer Care Center in Atlanta, GA. Part of Erwin's role in Atlanta is facilities management of a nearly 600 employee facility. The Philips Atlanta operations moved from the Atlanta Perimeter Area to Windward Area in late 2009.
Erwin attended North Dakota State University and received a B.S. in Bio-Mechanical Engineering. He also graduated with a Masters of Business Administration degree from Northwestern University, Kellogg School of Management.
Erwin has extensive involvement as an adult leader in the Boy Scout program. He enjoys spending time with his family, working on his farm, and outdoor activities.
| Joe Staples
Chief Marketing Officer, Interactive Intelligence Inc. | |  Joe Staples serves as chief marketing officer for Interactive Intelligence. He oversees the global marketing efforts of the company’s award winning contact center and communication product lines. Mr. Staples brings over 25 years of experience in technology and marketing to Interactive Intelligence, including specific assignments in the areas of contact center automation, computer telephony, unified messaging, mobile wireless, computer networking, and computer-based education. Mr. Staples is a frequent industry presenter, author of various communication-related articles, and an active blogger.
| Richard Snow
VP & Research Director - Ventana Research | |  Richard leads Ventana Research's Customer and Contact Center Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today's highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors. As an industry veteran with more than 25 years experience, Richard can be found on Twitter at @rjsnowvr and on LinkedIn and reached via email at richard.snow@ventanaresesarch.com.
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Moderator: Tim Passios
Director of Solutions Marketing, Interactive Intelligence | |  As director of Solutions Marketing, Tim's team is responsible for creating positioning and messaging for all products in the Interactive Intelligence portfolio. Solutions Marketing is also the outward facing delivery team for webinar, seminar, analyst and media presentations as well as prospect and end customer demonstrations. Tim has been with Interactive Intelligence since 1998, and has more than 17 years experience overall in the contact center and business communications industry.
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