Name: Omnichannel - Technology to deliver on the Customer Experience Promise
Start: 2017-04-05T12:00:00Z
End: 2017-04-05T12:00:45.000Z
Location: BrightTALK
Rating: 4.4

The modern world relies on a complex array of technologies to keep turning. IR’s aim is to simplify that complexity.
More than 1,000 organizations in over 60 countries rely on IR’s experience management solutions to optimize their business-critical systems.
We provide insights, monitoring and support to keep payment hubs, unified communications ecosystems and contact centers running as they should.
For further information on IR, visit www.ir.com.

Is your IT infrastructure ready for the future?

As transaction volumes surge and IT environments grow more complex, capacity planning is no longer optional—it’s essential. Without the right insights, unexpected demand spikes and resource constraints can lead to costly downtime and inefficiencies.

Watch our own industry experts break down the key trends, best practices and real-world use cases for smarter capacity planning. Learn how to optimize performance, prevent bottlenecks and future-proof your critical systems. Don’t wait for the next crisis—watch now to stay ahead!

Capacity Planning 101: Future-Proofing Your IT Infrastructure

Join us for a dynamic session where we’ll uncover the top 5 trends shaping the future of the payments industry in 2025. From navigating the rise of real-time payments to tackling evolving challenges in customer expectations, this webinar will provide you with the insights you need to stay ahead in an increasingly complex landscape.

Led by payments industry experts Heidi Snyder and Jim Knudsen, who work daily with clients to overcome critical challenges and optimize performance, this session will offer actionable perspectives rooted in real-world expertise. Whether you’re focused on scaling for growth, improving transaction efficiency or meeting regulatory demands, you’ll gain invaluable knowledge to ensure your organization thrives in the year ahead.

The Top 5 Trends in Payments for 2025

Join us for an insightful session where we'll explore what's next in the Unified Communications and Collaboration (UC&C) industry. Whether you're addressing hybrid work challenges, scaling for growth or enhancing user experiences, this webinar will equip you with the knowledge to stay ahead in a competitive landscape. 

Don’t miss this opportunity to discover the key trends shaping the future of UC&C in 2025.

The session will be led by seasoned UC&C experts, Mark Zerbe and Chuck Geisler, who work daily with clients to solve complex challenges and deliver measurable results. With deep expertise in monitoring, analytics and optimizing multi-vendor environments, they'll provide invaluable perspectives to help your organization thrive in the year ahead.

The Top 5 Trends in Collaboration for 2025

Join us for an insightful webinar titled "Unlocking Efficiency and Visibility: How Cloud Migration Transforms Contact Centers," where we explore the key benefits of moving your contact center operations to the cloud and preview Genesys' latest product launch.

Webinar attendees will learn:

- Seamless scalability for adapting to changing demands.
- Enhanced flexibility for agile customer response.
- Streamlined operations for exceptional customer experiences.
- Increased visibility for informed decision-making.
- Faster speed to market to stay ahead of the curve.

We'll also introduce Genesys' CX for Genesys Cloud, a cutting-edge solution for transforming customer interactions and delivering superior service. Learn how it helps you:
- Provide seamless, enjoyable customer experiences.
- Proactively identify and resolve issues with unified data views.
- Ensure peak performance and avoid downtime with advanced monitoring.
- Gain actionable insights through proactive testing and remote monitoring.

Who Should Attend
- Contact Center Managers: Oversee performance and efficiency, prioritize enhancing customer interactions.
- Customer Experience (CX) Leaders: Focus on improving CSAT and loyalty, seek insights into customer interactions.
- IT/UC&C Managers: Maintain technical infrastructure, look for reliable, scalable solutions.
- C-Suite: Interested in business impact, CSAT, and revenue growth.
- HR/Remote Work Coordinators: Manage remote workforces, ensure smooth operations and address technical challenges.

Register now and transform your contact center with cloud technology and Genesys' latest innovations.

Efficiency & Visibility: How Cloud Migration Transforms Contact Centers

In an ever-changing healthcare landscape, unified communications and collaboration (UC&C) play a crucial role in delivering excellent patient experience and quality care. This webinar explores UC&C's transformative impact on digital healthcare, especially amidst the rise of telehealth catalyzed by COVID-19. 

With telehealth market reaching unprecedented heights, healthcare organizations are integrating advanced digital technologies like artificial intelligence and complex UC&C setups to meet the rising demands of digital healthcare. Yet, success hinges on flawless UC&C operations, mandating proactive monitoring and optimization. 

Join this webinar to unpack how UC&C is revolutionizing digital health by:  

- Transformative influence of telehealth on healthcare communications 
- The rise in artificial intelligence (AI) in digital healthcare 
- Detrimental effects of UC&C deficiencies on patient experience and care 
- Indispensable necessity of rigorously testing and monitoring UC&C and contact centers 
- Harnessing UC&C to preempt risks and safeguard against reputational harm 
- Proactive UC&C monitoring as a frontline defense combating employee burnout  

Register for the webinar now.

UC&C’s Impact on Patient Experience and Care

In the complex world of payment environments, managing service level agreements (SLAs) is critical to maintaining optimal performance and meeting customer expectations. Banks and service providers must navigate a multitude of stakeholders, varied systems and processes, and constantly evolving regulations to ensure seamless payment processing. This webinar will provide best practices and strategies for effectively managing SLAs in complex payment environments. Our expert speaker Jim Bowers, Senior Sales Engineer at IR will delve into the key challenges faced by banks and service providers in these environments, including balancing the needs of customers, partners, and internal teams. By attending this webinar, you’ll gain valuable insights into managing SLAs in complex payment environments, enabling you to drive optimal performance and customer satisfaction. Join us and learn how to effectively navigate the challenges of SLA management in the payment industry.

Optimizing SLA Management for High-Value Payments

Are you ready to revolutionize your payment processes and gain actionable insights to enhance your business operations? 

Join our exclusive webinar where we dive deep into the world of Real-Time Payments, showcasing a powerful tool designed to provide you with unparalleled control and understanding of your payments landscape.

Date & Time: Thursday 18th April 2024 ; 12:00 pm SGT - 03:00 pm AEST

Agenda:

Introduction to Real-Time Payments

- Unlocking Key Benefits for Your Organization:
- Maximizing customer satisfaction and revenue
- Streamlining customer experience with rapid issue resolution
- Implementing detailed tracking of payment flows for overall payments health
- Unearthing trends in payments data for improved business outcomes
- Making informed decisions based on real-time transaction data and insights
- Automating reporting obligations and gaining insights into SLA performance for time efficiency

Product Showcase and Live Demo:
- Transaction Flows and Payment Service Health
- Transaction Detail Drilldown and History
- Reporting and Business Insights
- Transaction Time, Volume, and Anomaly Tracking
- Configurable Alerts and Visual Alarms
- Time Monitoring of Individual Items
- Service Level Tracking

Who Should Attend:
Financial executives
Payment operations managers
Technology leaders
Business analysts

Don't miss this exclusive opportunity to gain actionable insights into your payments ecosystem. Secure your spot now and be at the forefront of the real-time payments revolution!

Monitoring Your Real-Time Payments Ecosystem with Actionable Insights

Contact centres are crucial for delivering best-in-class brand experiences in every interaction.

Operating in a dynamic "live" mode, contact centres handle a continuous stream of digital and voice interactions.

Join this webinar to find out how contact centres can "watertight" operations, build resilience through constant monitoring, and address and mitigate challenges proactively.

Join Ecosystm Principal Advisor Audrey William, along with industry experts Daniel Wong and Jamie Romanin, as they unveil cutting-edge insights, backed by Ecosystm's latest data, and share firsthand experiences from top-performing organisations.

This webinar will discuss:
- The primary challenges encountered by contact centres in an age of hypersonalisation and swift customer turnover.
- The imperative for contact centres to foresee and proactively address challenges, staying ahead in their operational strategies.
- The impact of vigilant monitoring and rigorous testing protocols in sustaining resilience across all channels within the contact centre environment.

Zero Downtime - Maximum Impact Strategies for CC Resiliency & CX Excellence

Join us for an exclusive webinar, "The Future of Remote Workforce Experience Management: Transforming Digital Interactions with RemoteInsight." In this enlightening session, we will delve into the transformative power of experience management in the digital realm and how RemoteInsight, a cutting-edge solution within IR Collaborate, is reshaping the landscape of organizational management through a focus on remote workforce experience.

As remote and hybrid work models become the new standard, organizations are actively investing in tools and infrastructure to ensure optimal experiences for their distributed teams. However, the challenge lies in gaining comprehensive insights to effectively address performance issues.

RemoteInsight is not just a solution; it's a revolution in remote workforce experience management. Going beyond traditional approaches, RemoteInsight not only detects problems but also identifies root causes, troubleshoots faults, and provides resolutions. As an integral part of the Collaborate suite, RemoteInsight delivers true end-to-end observability for remote locations, enabling organizations to proactively address performance issues and enhance employee and customer experiences.

Key highlights of the webinar include:

- Understanding the challenges organizations face in resolving remote user experience issues.
- Exploring how RemoteInsight provides detailed insights into 22 critical experience metrics.
- Real-world examples showcasing how RemoteInsight has empowered contact centers, telehealth & telemedicine companies, and enterprise organizations.

Discover the future of remote workforce experience management by hearing from industry experts and gaining valuable insights. Seize this opportunity to ensure peak experience, optimal user experiences, and enhanced productivity for your remote workforce. Register now to unlock the full potential of RemoteInsight and chart the course for the future of your digital workplace.

The Future of Remote Workforce Experience Management

Join us for an insightful webinar on "Optimizing Costs with Payment Analytics & Monitoring Tools," where we explore the critical role of effective monitoring and analytics in the financial industry. 

In this session, we will delve into the nuances of payment system management, from identifying system outages to leveraging advanced self-serve analytics for business insights.

Don't miss this opportunity to gain valuable insights into optimizing costs and enhancing the reliability of payment systems through advanced analytics and monitoring tools. Register now to secure your spot!

Optimizing Costs with Payment Analytics & Monitoring Tools

Embark on a seamless transition as Cisco PCA takes its final bow, and step into a new era of collaboration with IR Collaborate. Join our webinar to explore how, as the #1 Cisco Solutions Plus Partner, we're not just bridging gaps – we're enhancing your entire UCC experience.

As we bid farewell to Cisco PCA support by October 2024, it's time to usher in a new chapter with IR Collaborate powered by Prognosis. With 18 years of unwavering partnership with Cisco, we are excited to present a solution that goes beyond filling the void – we're amplifying collaboration experiences.

Picture a world where multi-vendor complexities are seamlessly woven into a unified tapestry, offering unparalleled visibility and control. IR Collaborate is not just a tool; it's a game-changer in how you monitor, troubleshoot, and elevate your Cisco Unified Communications and Collaboration ecosystems.

Join us for an exclusive webinar where we unravel the intricacies of Cisco PCA's end-of-life and dive deep into the transformative capabilities of IR Collaborate. Discover how this transition isn't just about adapting but thriving in a collaborative landscape. Don't miss out on this opportunity to ensure a smooth transition and unlock the full potential of your communication ecosystem. Register now and let's elevate your collaboration experience together!

Cisco PCA End-of-Life - Transitioning Smoothly with IR Collaborate

Venture into the heart of the payments industry, a colossal yet gradual force, in our webinar as we dissect the nuanced shifts and seismic changes that await in 2024. Acknowledging the industry's slow-moving nature with minor ripples, we'll unveil the significant undertows that make the payments landscape a giant in evolution

Embark on this journey with us as we unlock the 2024 Payments Glacier, where minor movements conceal profound changes in the vast expanse of the payments landscape. Whether you're a seasoned professional or a curious observer, this webinar is your compass in navigating the intriguing currents of the payments behemoth in 2024.

The 2024 Payments Glacier

Join us for a thought-provoking webinar as we explore the aftermath of the swirling winds of change that have transformed industries in recent years. The chaos has settled, leaving us to reflect on the impact on collaboration and communication within companies. In 2024, a decisive line will be drawn in the sand, defining the standards and expectations for call performance across various industries.

Our discussion will delve into the evolving landscape of collaboration, examining how companies have adapted to survive and thrive amid the chaos. As tolerance levels have increased, so have the challenges in maintaining effective communication. We'll explore the key factors shaping this new era and discuss the impending changes that will shape the future of collaboration.

However, the storm is not over yet. A new tornado looms on the horizon, promising additional disruptions and transformations. Join us to gain insights, strategies, and foresight into the challenges and opportunities that lie ahead. Don't miss this opportunity to navigate the collaboration sands of 2024 and ensure your organization is prepared for the next wave of change in call performance

Drawing a Line in 2024 Collaboration Sand

Embark on a journey into the dynamic realm of Managed Service Providers (MSPs) in our upcoming webinar. This discussion serves as a foundation for understanding innovative approaches to industry hurdles.

Join Ronak, Global Presales Lead at HCL and Alan Watson, Pre-Sales Manager at IR, as they delve into the intricacies of MSP challenges, addressing issues such as managing multiple platforms and ensuring scalability.

We’ll talk about market insights, setting the stage for a comprehensive exploration of the challenges and solutions shaping the MSP industry. Then we will unveil real-world applications of IR solutions, understanding how IR plays a pivotal role in addressing challenges within the MSP landscape.

Join us for a session filled with illuminating discussions and takeaways!

MSP Challenges - Actionable Insights with HCL

¿Se ha preguntado alguna vez por qué su institución financiera necesita un software de monitoreo de cajeros automáticos? ¿O cómo el cajero automático de hoy va más allá de ser solo un cajero? 

¿Como puedo mejorar mi operación, hacerla mas eficiente y al mismo tiempo ahorrar costos operativos? ¿Y cuáles son los problemas comunes que enfrentan tanto los cajeros automáticos como sus clientes? 

Si estas preguntas resuenan con usted, este seminario web es una cita obligada. 

En este seminario web informativo y demostrativo, exploraremos los aspectos críticos del monitoreo de cajeros automáticos en tiempo real y cómo puede transformar la forma en que su institución financiera opera y se relaciona con sus clientes.

Monitoreo en Tiempo Real de Cajeros Automáticos

In today's fast-paced business world, managing a blend of on-premises and cloud-based communications and collaboration tools is a formidable challenge. Ensuring a seamless employee experience is essential for success. 

Join Irwin Lazar, President and Principal Analyst at Metrigy, and Ali Athar, VP of Sales Engineering at IR, for an insightful and data driven discussion 

Register for our webinar, "How to Successfully Manage Hybrid UC" to gain valuable insights into:

1. The evolving landscape of communication platforms.
2. Unique challenges in hybrid management for in-office and remote teams.
3. How specialized UC management tools can streamline operations and cut costs.

Stay ahead in the hybrid UC game. Register now!

How to Successfully Manage Hybrid UC

Join our exclusive webinar, "Five Tips to Maximize Contact Center Performance and Increase Holiday Sales" where industry experts will reveal five invaluable tips to supercharge your contact center's performance and maximize holiday sales. 

In today's dynamic business landscape, where telephony, unified communication, and network complexities intersect with the challenges of remote workers and high call volumes, it's essential to be prepared.

In this webinar, we'll dive deep into the world of contact centers, focusing on the critical role of Session Border Controllers (SBCs), IVR systems, and carrier relationships. Learn how to stress test your setup, optimize call quality, and transform your contact center into a holiday sales powerhouse.

Key Takeaways:
• Unlock the potential of telephony and unified communication for your contact center.
• Understand the significance of Session Border Controllers (SBCs) in ensuring smooth operations.
• Master the art of interactive voice response (IVR) for customer satisfaction.
• Strengthen carrier relationships to enhance network performance.
• Conduct effective stress tests to guarantee peak performance during the holiday rush.
• Improve call quality for enhanced customer experiences.
• Prepare your contact center for a successful holiday season, increase sales, and ensure customer satisfaction. 

Don't miss this opportunity to gain valuable insights and stay ahead in the ever-evolving contact center landscape. 

Reserve your spot now!

Five Tips to Maximize Contact Center Performance and Increase Holiday Sales

Step into the future of MSP excellence with our webinar, "Efficient IT Operation for MSP Success" We're demystifying the cloud, unveiling self-service capabilities, and revealing advanced features through real-world scenarios. 

Join our expert Arafath Ahamed to understand how you can elevate your client services and redefine your business approach. 

Reserve your spot now and don't miss out on this transformative experience!

Efficient IT Operations for MSP Success

This is part 2 of our Omnichannel Customer Experience series. Having looked at how you can deliver on the omnichannel customer experience promise, we now address how technology can assist in delivering the ultimate omnichannel customer experience.

Omnichannel - Technology to deliver on the Customer Experience Promise

Customer Experience

Call Centre

Contact Center

Cloud computing has exploded over the past few years, delivering a previously unimagined level of workplace mobility and flexibility. The cloud computing community on BrightTALK is made up of thousands of engaged professionals learning from the latest cloud computing research and resources. Join the community to expand your cloud computing knowledge and have your questions answered in live sessions with industry experts and vendor representatives.

Cloud Computing

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

Practicing business intelligence allows your company to transform raw data into sets of insights for targeted business growth. The business intelligence and analytics community on BrightTALK is made up of thousands of data scientists, database administrators, business analysts and other data professionals. Find relevant webinars and videos on business analytics, business intelligence, data analysis and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Business Intelligence and Analytics

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Omnichannel - Technology to deliver on the Customer Experience Promise

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