Converging Global Customer Care

Wednesday, September 14th, 2005 at 6:00 PM

TI Auditorium


Speaker: Mukesh Sundaram

Bio: With more than 25 years of software development and management experience, Mukesh is the driving force behind many communications and networking innovations. He has successfully contributed to the development of several next generation standards, including voice communications and network management protocols, managed services architectures, and web technologies. Mukesh joined Genesys in mid-2002 when the company he co-founded, Telera, was acquired by Genesys and its parent company, Alcatel. While at Telera, Mukesh served as Chief Technical Officer, and guided the development of Telera's patented Voice Web Application Platform, which subsequently became the the Genesys GVP, earning Gartners highest ranking in the 2004 and 2005 IVR and Voice Portal report. Gartner recognized the platform for product completeness, ability to deliver value to the marketplace and innovation. Prior to co-founding Telera, Mukesh Vice President of Engineering at VOIS Corporation. Previous positions also include Director of Engineering at Novell, spearheading the ManageWise product line, and engineering management positions at Excelan and Ungerman-Bass. Mukesh holds a Masters degree in Computer Science from the University of Tennessee and an undergraduate degree from IIT Madras.

Title: Converging Global Customer Care

Abstract: Driven by the compelling economics, customer care has gone global, with delivery centers in offshore locations like the Philippines and India. Delivery of customer care has matured into metrics laden practices over the past 2 decades. As western enterprises embark on this global transformation, they face a number of key barriers and challenges to delivering quality customer care with measurable metrics. These key challenges arise due to diversity in networks, technologies, geographies, cultures and organizations, which all have to be cost optimized.

This presentation provides an overview of current practices and the issues with current generation solutions. It offers a look into the future factoring the impact of trends in converged networking technologies, and the broad interoperability of commodity communications components through standards such as SIP and CCXML.