| This year’s event, at the spectacular El Conquistador resort, will consist of four tracks that will give you the full picture from leading industry experts, NICE users, and NICE executives on optimizing your NICE solution and preparing for the next phase of high performance. |
| Once the agenda is finalized, everyone who has registered for the Summit will have the opportunity to create his or her own personalized agenda, so you can be sure not to miss the sessions that will be most valuable for you. Stay tuned for more details! |
| The Interactions2008 tracks are: |
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| Solutions for the Top AND Bottom Line |
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| Reduce costs? Drive profit? How about both? When Contact Centers are fully aligned with business objectives, they unleash benefits to every part of the enterprise. See how NICE SmartCenter has helped leading companies create this alignment, enabling them to manage risk and compliance, achieve a higher level of operational efficiency, and increase customer retention and insight. |
| Innovations in High Performance Technology |
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| The changing definition of the “Contact Center” brings new challenges and opportunities for those who design, implement and manage the underlying technology. Learn how NICE technology supports Virtual Contact Centers and the latest capabilities for Contact Centers. |
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Hands On
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| Grab a seat and play! The Hands On track gives you tips and tricks for solutions you may already have, and the chance to experience some of NICE’s most advanced capabilities such as Interaction Analytics, Coaching and Customer Feedback. |
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| Business Strategy Roundtables |
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| Join your peers and Subject Matter Experts to learn about the latest Contact Center business challenges and strategies. This track features a highly interactive format with plenty of debate, discussions and new insights. |
| Here is an outline of the times/activities for you to plan your arrival and departure: |
| Monday, July 28 |
| 12:00pm - 4:00pm |
Networking |
|
| 6:00pm - 6:30pm |
Welcome to Interactions 2008! |
Eran Gorev, President and CEO, NICE Systems - Americas
Brad Totten, President, NICE User Group |
| 6:30pm - 7:10pm |
High Performance – 2008 and Beyond |
Haim Shani, CEO, NICE Systems Ltd. |
| 7:10pm - 7:30pm |
Driving Cultural Change with NICE SmartCenter |
Jim Lemere, Conseco
David Morgan, Phd., Fidelity Investments
|
| 7:30pm - 9:30pm |
Welcome Reception/Showcase |
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| Tuesday, July 29 |
| 8:30am - 9:10am |
A “Miracle” Keynote - Mike Eruzione was captain of the 1980 Winter Olympics United States national hockey team that defeated the Soviet Union in the famous "Miracle on Ice" game. Mike's inspiring story shows how the drive, preparation, and determination of an underdog led to the ultimate in high performance. |
Mike Eruzione |
| 9:10am - 9:30am |
Impacting Business Results with NICE Smart Center |
Maureen Williams, DirecTV |
| 9:30am - 9:45am |
Break |
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Track 1:
Solutions for the Top AND Bottom Line |
Track 2:
Innovations in High Performance Technology |
Track 3:
“Hands On” |
Track 4:
Business Strategy Roundtables
Discussions |
| 9:45am - 10:30am |
NICE SmartCenter: Details of a Cultural Transformation
Conseco, NICE |
Tapping into the Branch Office: Trends and Innovations
Cisco, NICE |
Evaluation Form
Design - Introduction / Refresher
NICE
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Giving Customers What They Want: Aligning Quality and Coaching with Customer Expectations
National City Mortgage, Liberty Mutual, AXA -Equitable, WPS, NICE |
| 10:45am - 11:30am |
Solving Business Challenges with
Interaction Analytic
JPMC, NICE
CallSource |
Centralized Control for Decentralized Operations
Avaya, NICE |
| 11:45am - 12:30pm |
Customer Feedback: A 360-Degree View of The Customer Experience
GAP, NICE |
Ensuring Business Continuity in a Decentralized Environment
EMC, NICE
|
Customizing the NICE Portal
- Introduction / Refresher
NICE |
|
| 12:30pm - 1:30pm |
Lunch |
| 12:30pm - 5:30pm |
Showcase |
| 1:30pm - 2:15pm |
Proactive Anti-Fraud Solutions: Led by Actimize, A NICE Company
Actimize |
|
| 2:30pm - 3:15pm |
World Class Resource Planning and Workforce Management
IEX |
Securing Your Interactions with NICE Perform
Microsoft, NICE |
Leveraging
Interaction Analytics - Introduction / Refresher
NICE |
At the Frontier of Contact Center Technology
Hewlett Packard, Convergys, CIT, NICE |
| 3:15pm - 3:30pm |
Break |
| 3:30pm - 4:15pm |
Timely Coaching Delivers Quick Results
Kaiser Permanente, NICE |
Analytics In Action: A Success Story
Callsource, Fidelity Investments, NICE |
Leveraging
Interaction Analytics - Introduction / Refresher
NICE |
| 4:15pm - 4:30pm |
Break |
| 4:30pm - 5:30pm |
I-Support: A Preview of Upcoming Online Support Services |
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Customer Feedback-
Learning How to Build a Survey - Introduction / Refresher
NICE |
|
| 7:30pm - 10:30pm |
Customer Appreciation Party |
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| Wednesday, July 30 |
| 8:30am - 9:30am |
Contact Center 2.0
What does the 2.0 world in which we now live mean for the Contact Center? Michael Maoz, Distinguished Analyst, Gartner Research, will share the extensive experience he has gained as a premier analyst in the Customer Relationship Management space. |
Michael Maoz |
| 9:30am - 9:45am |
Break |
| 9:30am - 12:00pm |
Showcase |
Breakout Sessions |
| |
Track 1:
Solutions for the Top AND Bottom Line |
Track 2:
Innovations in High Performance Technology |
Track 3:
“Hands On” |
Track 4:
Business Strategy Roundtables
Discussions |
| 9:45am - 10:30am |
Safely Navigating the Compliance Jungle
NACR, NICE
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Yesterday, Today and Tomorrow: Upgrading Your NICE Solution
GE-Money, NICE |
Tips and Tricks
for Reports - Introduction / Refresher
NICE |
Interaction Analytics: Driving Data-Based Decisions
Callsource, DirecTV, Gartner, Fidelity Investments, JPMC, NICE |
| 10:45am - 11:30am |
Creating Excellence with Performance Manager
IEX |
Tapping into the Branch Office: Trends and Innovations
Cisco, NICE |
| 11:30am - 11:45am |
Break |
| 11:45am - 12:30pm |
NICE Services: A Faster Return on Your Technology Investments
CIT, NICE |
Seeing Over the Horizon: The NICE Product Road Map
NICE |
Developing a Business
Case and Building an ROI - Advanced
NICE |
|
| 12:30pm - 1:00pm |
Closing Session |
Eran Gorev and Brad Totten |
| 1:00pm - 2:00pm |
Lunch |
| 2:00pm - 3:30pm |
Track 3: “Hands On”:
User Administration - Introduction / Refresher NICE |
| 3:30pm - 3:45pm |
Break |
| 3:45pm - 5:15pm |
Track 3: “Hands On”:
Coaching - Introduction / Refresher NICE |
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