VoiceCon 2010 Roving Reports Day 2

Summary of “Birds of a Feather” session at VoiceCon 2010.

Customers are facing common challenges around the cost of upgrades, end of life of their current technology, and lack of innovation.

Shelia McGee-Smith, founder of McGee-Smith Analytics, recaps her coffee talk session on contact centers. A common theme among customers is the consideration of hosted applications in their contact center.

A recap of the 20-year anniversary celebration of VoiceCon. Also notes innovation in the contact center from TDM to SIP and from premise-based solutions to contact centers in the cloud.