CosmoCommunity 2007 Agenda

Master Schedule and Plenary Sessions
Plenary Sessions (P1 - P8) What do you get when you combine CosmoCom’s industry-leading vision with the best ideas and insights of other contact center and communications industry luminaries? Some of the most interesting and provocative presentations available anywhere. You’ll emerge from these sessions with a renewed sense of clarity about what the future holds, and what you can do to meet it creatively and productively.
Tuesday 29 May
7:30pm - 10:30pm		Welcome Reception - Cocktails and buffet refreshments. Arrive, unwind, and meet fellow attendees.
Wednesday 30 May
7:00am		Breakfast Opens
8:30am - 9:30am	P1	Opening Address Ari will share his perspective about the industry, the company, and the highlights of the event. - Ari Sonesh, CEO, CosmoCom
9:30am - 10:30am	P2	Keynote Address IP Communications Technology - Where we are, and where we are going. Jeff Pulver, one of the true pioneers in the VoIP industry, will share his provocative and consistently prescient insights about the ongoing evolution of its core technology.
10:30am - 11:15am		Morning Break – Exhibits Open
11:15am - 12:00 pm	P3	Consolidation 2.0 Steve will explore the nature and business benefits of contact center consolidation in the unique CosmoCom way. - Steve Kowarsky, EVP, CosmoCom
12:00 pm - 12:45pm	P4	Consolidation 2.0 in Practice Exemplary case studies in consolidation 2.0 presented by the people closest to them. The session will include examples of every type of service provider and premises deployment strategy.
12:45pm - 2:15pm		Networking Lunch – Exhibits Open
2:15pm - 3:00pm	T1	Track Sessions CosmoCommunity 2007 will feature two tracks. Technology, and Applications & Services. Follow the links for specific track sessions:   Applications and Service Track Technology Track
3:00pm - 3:45pm	T2
3:45pm - 4:30pm	Afternoon Break - Exhibits Open
4:30pm - 5:15pm	T3
5:15pm - 6:00pm	T4
6:00pm-7:00pm		Break - Free Time
7:00pm - 11:00pm		Evening Event Relax and enjoy a very casual evening of great food, diverting entertainment, and networking and bonding with your fellow attendees.
Thursday 31 May
7:00am		Breakfast Opens
8:30am - 9:15am	P5	Product Roadmap & Special Product Announcement CosmoCom VP of Product Management Steve Kaish will discuss the CosmoCall Universe product roadmap, and he will make a special product announcement that will be of interest to all attendees. Steve Kaish, VP of Product Management, CosmoCom
9:15am - 10:00am	P6	Microsoft in the Contact Center Microsoft, a gold sponsor of CosmoCommunity 2007, will present the MS perspective on our industry and the role Microsoft expects to play in its evolution toward Consolidation 2.0. Attendees will be treated to a preview of some important new developments at MS, and of new frontiers in the cooperation between MS and CosmoCom.
10:00am - 11:00am		Morning Break – Exhibits Open
11:00am -11:45am	T5	Track Sessions CosmoCommunity 2007 will feature two tracks. Technology, and Applications & Services. Follow the links for specific track sessions:   Applications and Service Track Technology Track
11:45am - 12:30pm	T6
12:30pm - 2:00pm	Networking Lunch – Exhibits Open
2:00pm - 2:45pm	T7
2:45pm - 3:30pm	T8
3:30pm - 4:00pm	Afternoon Break - Exhibits Open
4:00pm - 5:15pm	T9
5:15pm - 6:00pm		Break - Free Time
6:00pm - 7:00pm		Transport to Evening Gala
7:00pm - 11:00pm		A New York Celebration A luxurious gourmet cruise around Manhattan, with entertainment that captures the essence of The Big Apple.
Friday 1 June
7:00am		Breakfast Opens
8:30am - 9:15am	P7	Big Trends and New Opportunities CosmoCom SVP Meir Yaniv has led CosmoCom's APAC region for the past two years, and also has a global portfolio. No one in the organization sees more of our universe than he does, and no one is better qualified to sum up the major trends we are seeing in CosmoCom's world and in the industry overall. An awareness of these trends will help you position yourself to take advantage of the many opportunities they present. Meir Yaniv, SVP, CosmoCom
9:15am - 10:00am	P8	Closing Session – Senior Management Panel
10:00am - 2:00pm		Networking Activities & Lunch (Golf, Tennis, Museum, Pool/Lawn Party)
The schedule includes time for networking and visiting the exhibition area to meet and talk with event sponsors. Free technical training sessions are available to attendees before and after the event.

 

Applications and Services Track
Applications Track (AT1 - AT9) Each application session will feature both conceptual presentations and practical case studies of the topic as implemented by CosmoCom customers.
Wednesday 30 May
2:15pm - 3:45pm	AT1	Application Integration In this double session you will learn from the most advanced practitioners of these integrations, including some of CosmoCom’s application partners like Neocase and RiverStar who have done their own integrations, and implementation partners like Eozen who have developed the integrations with major packages like SAP.
	AT2
4:30pm - 5:15pm	AT3	Service Provider Updates and Evolving Strategies -Part 1 In this double session you will hear directly from representatives of many of CosmoCom’s hosted call center service providers. Find out what the established players are doing, who are the new players (some surprises here), and how go-to-market strategies are expanding to include not only shared platform hosting, but also dedicated hosting and traditional premise-based implementation models.
5:15pm - 6:00pm	AT4	Reading Callers’ Minds Can you find out what your callers are thinking before an agent talks with them, and prioritize the calls accordingly? One CosmoCom partner thinks so, and you’ll be fascinated with the story of how it’s done and, more important, why.
Thursday 31 May
11:00am - 11:45am	AT5	Service Provider Updates and Evolving Strategies - Part 2 In this double session you will hear directly from representatives of many of CosmoCom’s hosted call center service providers. Find out what the established players are doing, who are the new players (some surprises here), and how go-to-market strategies are expanding to include not only shared platform hosting, but also dedicated hosting and traditional premise-based implementation models.
11:45pm - 12:30pm	AT6	May I Help You? – the Proactive Side of Web Chat This session will focus on a valuable capability set of the CCU platform that has received less attention than it deserves. When properly integrated into the web site and the call center, proactive chat can make a major return on investment at no additional cost.
2:00pm - 2:45pm	AT7	Implementing Consolidation 2.0 Globally and in APAC There’s a lot more to Consolidation 2.0 than just having the right call center technology. Setting up a global IP network with access and points of presence in many different countries, including the “usual suspect” countries in the APAC region, requires technical, commercial, legal, and regulatory awareness with a strong emphasis on the practical.
2:45pm - 3:30pm	AT8	Did You Know! CosmoCall Universe is capable of so many things that there may be no one person who is aware of every feature. But the person who comes closest to knowing everything is CosmoCom Product Management Director Ilya Malinovsky. Ilya used to be a CosmoCom customer, and one thing that happened when he joined the company was a series of "wow!" experiences about features he never knew about as a customer. Ilya will share his list of the ten least known, most useful features, and explain how and when to benefit from them.
4:00pm - 5:15pm	AT9	Mobility and Consolidation (extended session) We are on the verge of another mobile communication revolution, not only with the new 3G networks, WiMax, and the new even smarter devices, but also with the megatrend of fixed/mobile convergence. This mobile revolution has great importance for the subject of Consolidation 2.0. Mobile Agents are coming, and in this session we will present our vision of the impact of radical mobility on the contact center, and share some of the demonstrations CosmoCom has developed with technologies such as the Samsung BlackJack.

Back to Main Agenda

 

Technology Track
Technology Track (TT1 - TT9)
Wednesday 30 May
2:15pm - 3:00pm	TT1	New Feature Deep Dive Recent enhancements to the system, especially in Version 5.1 and in the upcoming 5.1.1, impact significantly on implementation, administration, and operations. In this session, we'll review the information you'll need to take advantage of these improvements. We may even include a technical preview of some of what's planned for the next major release.
3:00pm - 3:45pm	TT2	Reporting Environment and Custom Reports Call Centers live by their reports. In recent releases, CosmoCom has switched its reporting environment to Microsoft Reporting Services. We won't have time in this session to cover everything that's included in the one-day course on reporting scheduled for June 6, and free to attendees. However, we will make sure that you are aware of the capabilities of the new environment, and of what you can do to make your reports fit your needs. It will be a valuable session, and will provide great introduction to the June 6 course for those who can stay.
4:30pm - 5:15pm	TT3	Agent Technology Updates There's a lot going on in the area of CosmoCom agent technology that you will want to hear about, including the recent additions to the web agent, our Ajax agent prototype, and the availability of source code for you to customize and evolve both. We'll also talk about how CosmoCom partners are using our Thin Client Web Services to integrate CCU agent capabilities into their own applications. Agents are the biggest single cost item of every call center, and the things technology can do to make agents more efficient, productive, and effective, are the things you want to know about.
5:15pm - 6:00pm	TT4	Mobile Agents We are on the verge of another mobile communication revolution, not only with the new 3G broadband IP mobile networks, WiMax, and the new even smarter devices, but also with the megatrend of fixed/mobile convergence. This mobile revolution has great importance for the subject of Consolidation 2.0. Mobile Agents are coming, and this session we will share some of the demonstrations CosmoCom has developed with technologies such as the Samsung BlackJack, and we'll give you some of the tools you'll need to equip your mobile agents when you are ready.
Thursday 31 May
11:00am -11:45am	TT5	Did You Know! CosmoCall Universe is capable of so many things that there may be no one person who is aware of every feature. But the person who comes closest to knowing everything is CosmoCom Product Management Director Ilya Malinovsky. Ilya used to be a CosmoCom customer, and one thing that happened when he joined the company was a series of "wow!" experiences about features he never knew about as a customer. Ilya will share his list of the ten least known, most useful features, and explain exactly how they work, and how and when to benefit from them.
11:45am - 12:30pm	TT6	SIP and IMS Interop This session will cover CosmoCom's advancements in SIP interop and the latest developments of IMS. CosmoCall Universe has supported SIP for years and has been IMS ready for a long time. Learn about some of latest interop work that CosmoCom has done in this area.
2:00pm - 2:45pm	TT7	IP Phones Support & PBX Features You won't want to miss this session, which will feature a deep and revealing preview of the ways in which we are enhancing CosmoCall Universe support of IP telephones and more of the features of IP PBXs. More than ever, CCU is becoming the only communication software that you need.
2:45pm - 3:30pm	TT8	Video Contact Center The industry has talked about it for years, but with the proliferation of video in 3G mobile phones, with video an available in Skype and similar PC products and more laptops coming with video cameras, and with the internet video explosion we're already seeing with GooTube and so many others, CosmoCom believes the time of the video contact is really drawing near. With our VRS customers, we already have probably more field experience with video call centers than any other provider. This session will survey the information you'll need to make the most of CosmoCom's remarkable live video and IVVR capabilities as this revolution progresses.
4:00pm - 5:15pm	TT9	Networking Considerations (extended session) Network issues are critical to success with the IP Communications technology at the heart of CosmoCall Universe and many other new products. This extended session will cover quality issues, network performance measurement tools, NAT traversal, and many other network related subjects, and it will include an educational presentation about session border control from event sponsor and industry leader Acme Packet.

Back to Main Agenda

 

Free Technical Training
During the day before and three days after the event, CosmoCom will conduct free technical training for all interested attendees at our Melville training facility, on a space available basis. Sign up for this training when you register for the event.
Date	Description	Value
Tuesday, 29 May	CCU 5 Refresher Course (at Hyatt)	$750
Monday, 4 June	Advanced CosmoDesigner (including IVVR)	$750
Tuesday, 5 June	NEW! Agent Integration and Other Customization Capabilities	$750
Wednesday, 6 June	NEW! Report Creation and Customization	$750

Back to Main Agenda

Sign me up!    |    F.A.Q.s