The Connect!2000 agenda was designed to cover CRM and eBusiness from every angle. Go inside the call center. Adopt an enterprise-wide perspective. Gain the insight of industry experts. Then go global, learning the ins and outs of implementing CRM strategies worldwide.

Tracks

• CRM, eBusiness & the Contact Center
  Front-office CRM strategies and the eBusiness products, technologies, and applications that bring them to life. Presented by Lucent, customers and partners, this track revolves around the evolution of the call center as core piece of a sustainable CRM strategy. Topics include predictive dialing, agent effectiveness, IP agents, Internet Solutions, integration strategies and customer case studies.
  
  
• CRM, eBusiness & the Enterprise
  Stepping outside the contact center, implementing a CRM strategy on a departmental and enterprise basis is the next step in eBusiness realization. Presented by Lucent, SI partners, and customer, topics include front-office to back-office integration, process automation, work distribution, routing, and workflow technologies including CRM Central, ViewStar, and Conversant. Creating the virtual eBusiness enterprise in the 21st century involves complex integration issues, long-term implementation planning, and sustainable IT strategies. Every customer process that can be effectively automated brings a business one step closer to eBusiness realization.
  
  
• Industry Insight
  Presenters here represent analyst groups, key customers, and our own market intelligence/strategy people. Product-agnostic, these sessions are designed to provoke discussion, provide vision, and help our customers take advantage of our position as thought-leaders and innovators in the industry. Topics include ASP strategies, eBusiness issues, CRM opportunities, the state of industry standards, and the convergence of voice and data networks.
  
  
• Global Forum
  Supporting the global interests of our audiences as they work to implement their intercontinental CRM strategies, this track focuses on industry issues in each of four separate regions; NA, CALA, AP, and EMEA. Tracks include market readiness, localization issues, deregulation, challenges/opportunities in international markets. Technology presentations include international self-service, multi-language contact centers, and the importance of any-media/any-language interaction when dealing with a multi-national customer base.
  
  
• Implementation Workshop
  "How to" sessions hosted by PSO and education services provide insight into strategy development, implementation challenges, ROI justification, IT forecasting, and CRM to eBusiness evolution. Presenters include Lucent, SI Partners, and select customers.
  

Click here for Post-conference Training information.