10/29 WEBINAR: How to Capture Key Customer Moments and Navigate Effortless Interaction and Desired Outcomes

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How to Capture Key Customer Moments and Navigate Effortless Interaction and Desired Outcomes Thursday October 29, 2015 Time: 1:00 PM ET/ 10:00 AM PT Customers today have the ability to channel hop via web, email, mobile, SMS, live support and even across the fledgling Internet of Things (IoT) devices in their path to purchase and support.  Yet,  recent research indicates at least 30 percent of time, expectations aren’t met as customers attempt to navigate the complex touchpoint maze.  We’ll introduce VHT Navigator and show how this scalable, agnostic, software solution is the missing connective tissue that ties multichannel silos together and places you and your customer on a path to effortless customer engagement.  Join us as we cover the key areas of real-time and historical event capture and analysis of customer specific events and how Navigator identifies opportunities and triggers next right actions to deliver what all customers want — real-time, context-driven, personalized customer interaction and quicker resolution. Sponsors:		Presenters: Monique Bozeman Director of Product Marketing, Virtual Hold Technology Monique Bozeman is responsible for the development and execution of Virtual Hold's product marketing strategy. She has over 20 years of experience in voice, speech, CTI, CRM, call center, document management, and email management technologies and applications. Her experience includes working as industry consultant and serving in various vendor roles where she provided companies with underlying information to assess new market opportunities and assisted them in strategically positioning products and refining and targeting their marketing efforts. She has consulted for some of the largest vendors in the contact center space as well as start-ups, and has held senior-level marketing roles at VoiceObjects (Aspect), Genesys, Kana Software, and FileNet(IBM). Wayne Bevan Director of Product Management, Virtual Hold Technology Wayne Bevan, Director of Product Management at Virtual Hold Technologies has over 20 years of experience within the Contact Center industry. Mr. Bevan has worked for both premise and cloud players like Aspect, Genesys and InContact as well as having successfully run his own Enterprise middleware business and has a few patents to his name. Wayne focuses on bringing simplicity to the most complex of business problems in today's challenging customer experience environments. Moderator: Peter Bernstein Senior Editor, TMC Peter Bernstein is a seasoned writer and professional with deep experience in the communications and IT industries. As a top-level industry analyst, Peter has keynoted major technology events and has been cited numerous times by The New York Times, The Wall Street Journal, The Los Angeles Times, USA Today, The Washington Post, Business Week, Fortune Magazine, ComputerWorld, NetworkWorld, Communications Week, among other publications.
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