iForce Network Presents

 
Sun CRM Experts Webinar Series
On-demand webcasts hosted by RealMarket
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Webcasts Now Available on Demand:
In these challenging economic times, customer retention and service are the lifeblood of an enterprise. Customer demands have forever changed and your company can't afford to be left behind. Customers now:
  • Decide how and when they want to do business
  • Want instant communications
  • Want to choose the communication channel
  • Want personalized content and services
Through best-in-breed web self-service and contact center initiatives, companies are now learning how to increase critical customer satisfaction and response times, while lowering operational costs, streamlining processes and enhancing ROI.
 
Attend this FREE series to learn how to:
  • retain your current customer base
  • build upon that same base by reaching more customers effectively and efficiently
  • sell more products/services via multiple channels
  • save on operational costs while enhancing revenue, and profits
  • consider alternative methods of cost savings, such as CRM outsourcing, building a virtual contact center or updating a current contact center
  • build a CRM solution for mid-market sized businesses
A special feature of
RealMarket Live!
 
#10: Speech Self Service Goes Mainstream
Do you want to implement speech self-service in your contact center but aren't sure how to make it happen? Stymied by technical questions and implementation costs? Telephone interaction continues to be the dominant channel of customer communication and Advanced Speech Recognition (ASR) holds the key to restoring customer convenience to telephone contacts. ASR increases customer satisfaction compared to touchtone "press one" automation, while reducing costs compared to live agents and/or touchtone automation. Listen
 
Hear how Convergys and Sun provide world-class speech self service for customer-focused organizations. Attend this webinar and receive valuable complimentary resources including:
  • "THE VOICE OF EXPERIENCE" white paper: How and why to Choose the appropriate Speech automation Partner
  • "CALLER SELF-SERVICE CONCEPT CLIP GALLERY FOR SPEECH AUTOMATION SOLUTIONS" CD: View real life examples of Advanced Speech Recognition (ASR) applications for the Cable/Broadband, Wireless, Wireline, Financial Services and Technology industries and learn how these applications reduce costs and improve customer satisfaction.
  • "CALLER SELF-SERVICE SPEECH AUTOMATION SOLUTIONS" brochure: An overview of speech automation solutions and how the applications deliver both higher quality and greater savings.

 
Terry Saeger, Vice President, Sales, Convergys

Art Peck, Regional Systems Architect, Sun Microsystems

 
#9: Unlocking the Secrets of Managed CRM Services
Managing complex customer interactions while integrating business applications and networking infrastructures is a challenge for enterprises of all sizes. Learn how you can obtain financial efficiencies, improve operational effectiveness, and deliver new customer focused capabilities by utilizing managed services with an optimized infrastructure that reduces costs and enables high business process availability. Listen
 
David Strack, Director, Hosting Services AT&T

Paul Oh, Global Market Segment Manager for CRM,Sun Microsystems

 
#8: Customer-Centric Technology: Where's the ROI?
CIOs and CFOs have different views of CRM and customer-centric technologies. Listen to the results of this groundbreaking study that will give you the insight on how to justify, prioritize and manage your investments in customer-centric technologies. An executive summary of the study is available at the conclusion of the webcast. Listen
 
Bill McNee, Managing Partner, Saugatuck Technologies

Helen Fanucci, CXO, CRM Solutions, Sun Microsystems

 
#7: Actionable Customer Intelligence
Data is not intelligence. Intelligence is not necessarily action. Many enterprises find it difficult to quickly transform their raw data into meaningful business intelligence (BI) to support the needs of the "real-time" enterprise driven by demanding customers. Learn how actionable customer intelligence can help you gain competitive advantage through risk management, rapid deployment and lower cost of ownership. Listen
 
Nelle Schantz, Program Director, CRM SAS Institute

Cyrus Golker, CXO, Business Intelligence, Data Warehousing , Sun Microsystems

 
 #6: Creating the Virtual Contact Center
A virtual contact center is a network of distributed agents and multiple contact centers, integrated through common interaction routing, management, reporting and other enterprise applications. Learn how you can leverage IP networking and distributed software, to provide better service with cost savings from labor-saving and better skill usage. Listen
 
Lawrence Byrd, Convergence Strategist, AVAYA

Ron Lott, Sr. Market Segment Manager, Telecommunications, Sun Microsystems

 
 #5: Maximizing Productivity with Wireless CRM
Supporting a global sales force isn't easy. Immediate access to information in the field, synchronization with headquarters and access to real time information are tough enough but the addition of wireless devices complicates issues even more. Listen to Saleforce.com's Cary Fulbright discuss winning strategies for wireless CRM for sales force automation and field service. Three winners will be selected at random from the group of attendees to receive a free T-Mobile Pocket PC Phone* (Value: $499). Listen
 
Cary Fulbright, SVP Global Marketing & Products, Salesforce.com

Ken Drachnik, Sr. Manager, Mobile Enterprise Strategy Group,
Sun Microsystems

 
 #4: Successful CRM for the Mid-Size Enterprise
Although mid-market businesses don't have the luxury of big budgets and long implementation times afforded larger companies, they do have many of the same integration, customization and data management issues. Learn how leading mid-market businesses can manage risk when implementing CRM. Listen
 
Joel Reed, Director of Product Marketing for CRM and SCM, J.D. Edwards

Cheryl Kelly,Global Director, iForce Community,
Sun Microsystems

 
#3: Architecting the Contact Center of Tomorrow, Today
At the heart of future contact centers is the objective to deliver a consistently differentiated, and personalized, customer experience, regardless of the interaction channel chosen by the customer. Integration costs often are the number one cost in implementing CRM and can be a primary driver defining success or failure. Learn how to unleash the potential of a solid architectural infrastructure from Accenture and SUN best practices. Listen
 
David Shapiro, Sr. Manager, Accenture CRM Global Service Line

Helen Fanucci, CxO, CRM Solutions,
Sun Microsystems

 
#2: Anytime, Anywhere CRM for the Contact Center
Are you looking for the best place to make strategic investments in CRM? Learn what why this blue ribbon panel of CRM experts from Garter, Genesys and Sun believe the Contact Center is ripe for quick ROI. They will share the results of breakthrough market analysis and well as real life examples and make available free tools so you can analyze the kind of ROI you will see from your Contact Center investments. Listen
 

Esteban Kolsky
Sr. CRM Analyst
Gartner

Helen Fanucci
CxO, CRM Solutions
SUN

Joe Heinen
VP, Strategic Marketing
Genesys

 
#1: The Multi-Channel Advantage
Multiple channels are a means to enhance enterprise sales, profitability and customer retention. Join Tim Furey, CEO and Chairman of Market Bridge and author of best-selling book, "The Channel Advantage" and Helen Fanucci, CxO, CRM Solutions in this educational and enlightening web-based seminar series focused on providing YOU with information and ammunition you need to face critical contact center and web self-service issues and opportunities...AND the integrated customer-facing business strategies and technology backing them. Listen
 
Tim Furey, CEO and Chairman, MarketBridge

Helen Fanucci, CxO, CRM Solutions,
Sun Microsystems
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* Device only, does not include any airtime. Open to legal residents of the 50 United States, the District of Columbia and Canada (excluding Quebec) who are 18 years of age or older at the time of entry. Void in Quebec and where prohibited by law. ALL TAXES ASSOCIATED WITH THE RECEIPT OR USE OF ANY PRIZE ARE THE SOLE RESPONSIBILITY OF THE WINNER. The potential winner forfeits the prize if not claimed within fourteen days of first attempted notification, whether notification is by e-mail, regular mail or telephone, or, if after reasonable attempts are made, notification is unsuccessful.