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| Master Schedule and Plenary Sessions | ||
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Plenary Sessions (P1 - P11) 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. |
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| Tuesday 16 May | ||
| 7:30pm - 10:30pm |
Welcome Reception - Sponsored by BroadSoft Exhibits Open Cocktails and buffet refreshments. Arrive, unwind, and meet fellow attendees. |
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| Wednesday 17 May | ||
| 9:00am - 9:45am | P1 |
Opening Address – It Takes a (Cosmo)Community Ari Sonesh will share his insights on how the vision of CosmoCom has already become a reality, and how much more can and will happen with the participation and support of the CosmoCommunity. - Ari Sonesh, CEO, CosmoCom |
| 9:45am - 10:30am | P2 |
Contact Center On-Demand (CCOD) for Service Providers Don Van Doren, President of Vanguard, a leading authority and often featured speaker on customer contact capabilities, will introduce and chair a panel of top tier service providers and their customers to explore the emerging marketplace of hosted contact center services that CosmoCom is so much a part of. - Jean-Marc Saladian, France Telecom - Yukio Saito, Senior Manager Broadband IP, NTT Communications Corp |
| 10:30am - 11:00am | Morning Break – Exhibits Open | |
| 11:00am - 11:45am | P3 |
Contact Center On-Demand (CCOD) for Enterprises Don Van Doren will introduce and chair a panel that explores the other side of the CCOD coin – how enterprises can benefit from adopting an on-demand, designed-for-change approach to their contact center needs. The panel will feature some of CosmoCom’s largest enterprise customers sharing their experience with the principles and benefits of the On-Demand contact center that is also On-Premises. - Manuel Rojas, CEO, Nekotec Telecom - Marcelo Leixelard, Business Development Manager, Sixbell - Henry Fernandez, R & D Director, Nekotec Telecom |
| 11:45am - 12:30pm | P4 |
Turbo Charging the Channel: Hosted and Premises
Convergence The contact center channel of the future will offer a synergetic blend of hosted and premises options. The future is now, and these progressive channels are winning major opportunities. Meet some of the players, and profit from their experience. Don Van Doren chairs the session. - Steve Kowarsky, EVP, CosmoCom - Riccy Sidoli, CTO, BT Contact Central - Patrick Gourdin, Global Account Manager, BT France |
| 12:30pm - 1:45pm | Networking Lunch – Exhibits Open | |
| 1:45pm - 2:30pm | T1 |
Track Sessions CosmoCommunity 2006 will feature three tracks. Click a track below for the session descriptions and times for each track: |
| 2:30pm - 3:15pm | T2 | |
| 3:15pm - 3:45pm | Break - Exhibits Open | |
| 3:45pm - 4:30pm | T3 | |
| 4:30pm - 5:15pm | T4 | |
| 5:15pm-6:30pm | Break - Free Time | |
| 6:30pm - 11:00pm |
All-American Barbeque - Sponsored by Microsoft A traditional American Barbeque under the stars with lobster, steak, ribs, etc. and all the trimmings, plus outdoor activities and special entertainment. |
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| Thursday 18 May | ||
| 8:30am - 9:15am | P5 |
Microsoft in the Contact Center MS CCF, MS Dynamic CRM, and MS Speech Server Microsoft, a platinum sponsor of CosmoCommunity 2006, will present the MS perspective on our industry and the role Microsoft expects to play in its evolution. Gil Pettegrew, Microsoft |
| 9:15am - 10:30am | P6 |
Keynote Address The Customer Experience On-Demand in a Demanding World Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. He will be sharing insights of interest to everyone, and positioning them in the context of CosmoCom’s unique capabilities. |
| 10:30am - 11:00am | Morning Break – Exhibits Open | |
| 11:00am - 11:45am | P7 |
Product Innovations & Roadmap CosmoCom CTO Steve Dellutri will discuss the CosmoCall Universe product roadmap, and the new capabilities that will be of interest to all attendees. |
| 11:45am - 12:30pm | P8 |
Video in the Contact Center Exploring this emerging trend, featuring user examples of both agent video and CosmoCom’s new IVVR capability. - Meir Yaniv, Senior VP, CosmoCom - Don Semple, Senior Manager of TRS/VRS, Verizon - Brian Davidow Manager of Sales Engineering, CosmoCom - Robert Innes, Director, SBS |
| 12:30pm - 2:00pm | Networking Lunch – Exhibits Open | |
| 2:00pm - 6:00pm |
Networking Activities (Golf, Tennis, Fishing Boat, Vanderbilt Estate and Museum) |
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| 6:00pm - 7:00pm | Break - Free Time | |
| 7:00pm - 11:00pm |
Nekotec Fiesta Mexicana A gala dinner in the Mexican style, brought to us by Platinum sponsor Nekotec Telecom |
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| Friday 19 May | ||
| 9:00am - 9:45am | T5 |
Track Sessions CosmoCommunity 2006 will feature three tracks. Click a track below for the session descriptions and times for each track: |
| 9:40am - 10:30am | T6 | |
| 10:30am - 11:00am | Break - Exhibits Open | |
| 11:00am - 11:45am | T7 | |
| 11:45am - 12:30pm | T8 | |
| 12:15 - 1:30 | Networking Lunch – Exhibits Open | |
| 1:30pm - 2:15pm | P9 |
The Very Distributed Contact Center CosmoCall Universe is Virtual by Design. The virtual contact center is the happening thing in the industry, and with CosmoCom’s inherently virtual technology, companies are really building call centers that are singular and globally distributed at the same time. Hear about some of them here. - Leron Polani, VP Business Development, CosmoCom - Justin Reid, Customer Services & Technology Manager, VisitBritain |
| 2:15pm - 3:00pm | P10 |
Partnering and Co-Marketing with CosmoCom CosmoCom’s commitment to its partners and customers goes beyond the development and enhancement of CosmoCall Universe. CosmoCom is also committed offer co-marketing and direct touch sales support. In this session, we will discuss the various ways in which you can take advantage of CosmoCom’s co-marketing and sales programs. We will also review CosmoCom’s marketing philosophy and we will engage in an open discussion with all attendees. - Ari Sonesh, CEO, CosmoCom - Other Senior Management of CosmoCom - Leron Polani, VP Business Development, CosmoCom - Moderator |
| 3:00pm - 3:30pm | P11 | Closing Session - Farewell |
| 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. |
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| Applications Track | ||
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Applications Track (AT1 - AT8) We will be highlighting some of the things that people are doing, and that you can do, with CosmoCom technology. But beyond the CosmoCom focus, and because CosmoCom’s users are among the most progressive contact center users in the world, we will feature real examples of the most innovative and important trends in contact centers today, like mobility, self-hosting, video, and “the company is the contact center.” We’re confident that every attendee will enjoy and benefit from these presentations. Each application session will feature both conceptual presentations and practical case studies of the topic as implemented by CosmoCom customers. Because of overlapping interests between this track and the Service Provider track, several of these sessions are joint between the two tracks. |
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| Wednesday 17 May | ||
| 1:45pm - 2:30pm | AT1 |
CRM in the Call Center - On-Demand and On Premises Joint Session - See description in the Service Provider Track ST1 |
| 2:30pm - 3:15pm | AT2 |
Marketing Metrics in the Contact Center A contact center operation instrumented with advanced marketing metrics can rise far above the commodity space and make a critical contribution to strategic marketing within the enterprise. This session features a fascinating case study centered on a major European wireless carrier and a “heat map” that provided rare insights into customer interest and customer behavior. - Robert Innes, Director, SBS |
| 3:45pm - 4:30pm | AT3 |
The Citizen as Customer - Government Contact Centers
Joint Session - See description in the Service Provider Track ST3 |
| 4:30pm - 5:15pm | AT4 |
Implementing and Growing the Very Distributed Contact
Center A fascinating case study of a CosmoCom customer whose very distributed contact has 17 sites and counting. How do they deploy these sites? How do they manage them? Hear this unique story from the CosmoCom sales engineer that has worked closely with the customer in all phases of the project. - Brian Davidow, Manager of Sales Engineering, CosmoCom |
| Friday 19 May | ||
| 9:00am - 9:45am | AT5 |
Predictive Dialing and Offshoring Joint Session - See description in the Service Provider Track ST5 |
| 9:40am - 10:30am | AT6 |
Outsourced Help Desk How can providers optimize this bread-and-butter application, and how does CosmoCall Universe facilitate maximum efficiency and ROI in this environment. Hear from an expert who has done it all for years, but is finding new ways to improve service level effectiveness with the CosmoCom platform. - Thomas Mitchell, VP and CTO, ABS Associates |
| 11:00am - 11:45am | AT7 |
Guiding the Agent Experience Joint Session - See description in the Service Provider Track ST7 |
| 11:45am - 12:30pm | AT8 |
Case Study To be announced |
| Service Provider Track | ||
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Service Provider Track (ST1 - ST8) CosmoCom specializes in Contact Center On-Demand, and many of our customers are top tier service providers using our platform to offer hosted contact center services. This is the track for participants in this emerging industry that many analysts expect will grow to encompass as much of one third of all contact center seats in the next decade. What’s the current status of these services? What business models are working? Here you’ll meet the leaders of this trend and gain the insights that will help your service to prosper. |
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| Wednesday 17 May | ||
| 1:45pm - 2:30pm | ST1 |
CRM in the Call Center - On-Demand and On Premises (AT1 Joint
Session) CRM integration is important in many call centers, both premise-based and hosted. What makes CRM really work in the call center? CosmoCom will offer its perspective, and event sponsor Neocase will offer a provocative vision of collaboration as the key to successful customer service. - Steve Kowarsky, EVP, CosmoCom - Tamara Scholz, Director of Professional Services, Neocase Software |
| 2:30pm - 3:15pm | ST2 |
Profiling for CCOD Understanding what motivates customers to adopt the hosted services model will help you pre-qualify the strongest prospects and then close them. - Meir Yaniv, Senior VP, CosmoCom |
| 3:45pm - 4:30pm | ST3 |
Citizen as Customer - Government Contact Centers (AT3 Joint Session) Governments worldwide are acting to improve the level of service they provide to their citizens by applying customer service principles and technologies developed for enterprises. This makes for fascinating applications and a great opportunity for contact center delivery in all modes – hosted, managed services, or premise-based. - Meir Yaniv, SVP, CosmoCom - Riccy Sidoli, CTO Contact Central, BT - Ludovic Guelblum, Account Director, CosmoCom |
| 4:30pm - 5:15pm | ST4 |
Total Offerings – Integrating Hosted IP PBX and Hosted IP
Contact Center Services The growing acceptance of IP Centrex and Hosted IP PBX services bodes well for the future of Hosted IP Contact Centers, and has important implications for positioning the two services as an integrated whole. This session features CosmoCom’s perspective, that of conference sponsor BroadSoft, a leading provider of IP Centrex and Hosted IP PBX technology, and the relevant experience of at least one service provider. - Leron Polani, VP Business Development, CosmoCom - Sandro Cianci, Director, Business Development, BroadSoft - Alex Waterman, Managing Director, Vodat Solutions |
| Friday 19 May | ||
| 9:00am - 9:45am | ST5 |
Predictive Dialing and Offshoring (AT5 Joint Session) The world is getting flatter, and contact centers are leading the trend. How does the all-IP CosmoCom platform support the movement in this direction, and what is the experience of one of the world’s leading network provider enablers of this important new reality? - Kiran Maini, India Country Manager, CosmoCom - Iyer Prakash Sthanunathan, VSNL |
| 9:45am - 10:30am | ST6 |
Building the CCOD Business Case The business case for a CCOD operation is not a one-time exercise, but a living, evolving document. More than the paperwork required to launch a project, it’s a roadmap for a growing business. Share our experience, and that of our service provider customers. - Ronald Rubens, VP EMEA, CosmoCom - Anthony J. DiMaso, VP Corporate Strategy & Development, Verizon - Yukio Saito, Senior Manager Broadband IP, NTT Communications Corp |
| 11:00am - 11:45am | ST7 |
Guiding the Agent Experience How important is scripting? What is the impact of scripting on the overall quality of a contact center? How can you ensure that the key attributes of your process are followed while allowing agents flexibility in choosing exactly what they say? Can a single scripting environment interoperate with and preserve your investment in multiple existing applications? How can scripting work in the hosted environment as well as on premises? What resources in the CosmoCommunity can respond to these important questions? You won’t want to miss this presentation and the partnership announcement that goes with it. - Robert Fike, CEO, RiverStar Software |
| 11:45am - 12:30pm | ST8 |
Partnering for CCOD Success Contrary to popular belief, three is not always a crowd. Sometimes it takes three to tango. Find out how the service provider, a contact center solution delivery partner, and the end customer can get together for a real win-win-win proposition. - Ronald Rubens, VP EMEA Region, CosmoCom - Johan van Oostveen, CEO, Pridis - Esteban Ribot, CEO, Suricata |
| Technology Track | ||
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Technology Track (TT1 - TT8) We did not want to pass up this opportunity for the technology specialists working with our product to meet, greet, and learn from CosmoCom’s finest engineers and technologists at a very hands-on, detailed level. The Applications track will be full of ideas about what can be done, but here you’ll learn how to do it, and you’ll have the opportunity to interact with CosmoCom’s developers, product engineers, technical operations, and product management staff to get your information straight from the source. To make the event even more attractive to technically-oriented attendees, we are making available four full days of free technical training before and after the event. |
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| Wednesday 17 May | ||
| 1:45pm - 2:30pm | TT1 |
Innovations in CosmoCom Technical Support We will focus on exciting recent enhancements to the CosmoCom technical support process, with particular focus on the new Online Technical Support environment. CosmoCom now provides a wealth of new on-line resources that help you manage your CosmoCom platform, share information, and shape the future of CosmoCall Universe. We will also be discussing new training programs available to you and your staff. - Steve Kaish, VP Technical Operations, CosmoCom |
| 2:30pm - 3:15pm | TT2 |
Monitoring the CCU System High availability of mission-critical processes, servers and networks is a major requirement for the success of every contact center, and especially of hosted service offerings. This session looks at Network Management Solutions, diagnosis tools and the points where these tools integrate with CosmoCall Universe. Learn to proactively and efficiently manage all application, network, hardware, and Operating System elements involved in the CCU platform. - Greg Dinin, Manager, Technical Services Americas, CosmoCom |
| 3:45pm - 4:30pm | TT3 |
Video Features – a Deep Dive Take a deep look into the video features, technologies, and call flow possibilities implemented in CCU, including Interactive Voice and Video Response (IVVR), Video enabled agents, and 3G video devices support. - Eyal Manor, VP Software Development, CosmoCom |
| 4:30pm - 5:15pm | TT4 |
Email Features – a Deep Dive into Version 5 One of the most important enhancements coming in the future release of CosmoCall Universe 5.0 is a new infrastructure for handling e-mail media that provides additional functions, faster response time, and a much enhanced user interface. See an in-depth, under-the-hood preview of the new e-mail module that leverages Active Directory, Exchange 2003 Server and Outlook Web Access integrated within the Web Agent. - Ilya Malinovsky, Product Manager, CosmoCom |
| Friday 19 May | ||
| 9:00am - 9:45am | TT5 |
Integrating with VoIP Infrastructure As a true pioneer in the IP Contact Center, CosmoCom understands the value of standards-based interoperation and is fully committed to providing an open platform that is compatible with other standards-based infrastructure providers. This presentation will discuss by way of example our integrations with three major players in the VOIP industry: Sonus Networks, Broadsoft, and Cisco ICM. It will cover the enhanced SIP message handling that enables full interoperability with Sonus and Broadsoft network equipment, and our solution for integration with Broadsoft’s IP-Centrex platform in a hybrid agent environment. It will also cover our upgrade roadmap to the new Radvision SIP stack for complete SIP RFC compatibility, and our seamless integration with IMS (IP Multimedia Subsystem) that will enable network operators to fully benefit from IMS’s enhanced multimedia services while including hosted contact center offerings within the IMS environment. - Alex Damian, Systems Architect, CosmoCom |
| 9:40am - 10:30am | TT6 |
Web Agent Update Learn more about the current status of the Web Agent including the technology behind it, benefits of the enhanced Web Agent, features comparison and system requirements. Web Agent integration and customization will also be covered. - Igor Selizhuk, Software Development Director, CosmoCom |
| 11:00am - 11:45am | TT7 |
MS SQL Reporting Services – new in CCU The new Microsoft Reporting Services (MSRS) at the core of the enhanced historical reporting service in CosmoCall Universe provides significant performance improvements and business value to CosmoCall Universe users. We’ll discuss both MSRS advanced features and their implementation in CCU and provide valuable insight on deploying comprehensive and reliable reporting solutions with this new platform. - Ilya Malinovsky, Product Manager, CosmoCom |
| 11:45am - 12:30pm | TT8 |
NAT Traversal and other Network Considerations NAT devices conveniently translate IP addresses and port numbers in private address ranges into public addresses, but they create a problem for VoIP applications. This session covers the ways this problem solved in the CosmoCall Universe product, reviewing how NAT devices affect media call flow in the product, and how CosmoCom software works with UPnP, non-UPnP and cascading NAT devices. - Andrey Shemetov, Project Manager, CosmoCom |
| Free Technical Training | ||
| During the two days before and two 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 |
| Monday 15 May | Advanced CosmoDesigner (including IVVR) | $750 |
| Tuesday 16 May | CosmoCall Universe Refresher (including MS Reporting Services) | $750 |
| Monday 22 May and Tuesday 23 May |
Two-Day CosmoDialer (including tuning/troubleshooting) | $1,500 |
Sign me up! | F.A.Q.s
