Registration with Tea and Coffee

Building Quick Wins in an Economic Downturn - How Companies Can Use Advanced Customer Care and Retention Approaches to Minimise the Impact of the Economic Crisis
Linus Lai, Associate Director, Research and Consulting
IDC

The economic crisis has stressed the importance of good customer care. As this presentation will show you, forward-looking and advanced approaches to customer care will be an extremely important tool for Asian companies to both retain their existing customers and event to gain market shares in the years to come.

Welcome to the Service Cloud
Gary Luton, Vice President of Services, Asia Pacific
salesforce.com

Providing world-class customer service is critical to retaining customers in the downturn. But so is lowering your costs. Find out how the Service Cloud makes this possible by delivering an integrated customer service experience through multiple channels, from self-service portals to email, telephone and social sites such as Facebook and Twitter.

Boost Customer Satisfaction and Business Success With the Integrated Contact Centre
Jon Farmer, CRM Lead - Asia
Microsoft

Today, Microsoft Dynamics CRM® is ranked as one of the fastest growing CRM solutions in Asia with over 1 million users and 20,000 customers worldwide. Both SMB and Enterprise customers have come to embrace Microsoft Dynamics CRM® for its flexibility, usability and business agility. Owing to our “Power of Choice” vision, customers have the option to deploy either on-premise or on-demand (via hosting partners or directly from Microsoft). In customer service and contact centres, Microsoft has laid out a compelling vision to help business contain costs and growth their businesses.

Come hear our Integrated Contact Centre vision that details how Microsoft technologies can be utilised by all customers, regardless of size or industry. Built around our centerpiece Microsoft Dynamics CRM® product, the Integrated Contact Centre (ICC) vision leverages other key Microsoft technologies such as Microsoft Office Sharepoint Server, Microsoft Customer Care Framework and Office Communications Server. Holistically, the ICC vision uniquely helps business thrive and improve customer satisfaction through improved agent productivity, optimised operations and deep business insight.

Morning Tea

Smarter Contact Centres – Transforming Customer Care Through Technology
Peter Monk, Partner, Business Consulting Services
IBM

The contact centre environment has changed dramatically in recent years. Today contact centres are becoming increasingly customer focused and are gearing up to solve customer problems and generate revenue. In today’s tough economic environment companies are faced with the challenges of retaining and growing their customers while balancing the demands for increased levels of service. In such an environment the contact centre is undergoing a transformation from a support function into a profit oriented and customer focused entity through reduction in service delivery costs, differentiated service offerings and sales targets.

This presentation will look at IBM’s vision for Advanced Customer Care which involves leveraging technological advances and analytics to provide higher levels of customer satisfaction at lower costs. The capabilities to realise this vision without compromising
on quality and client satisfaction involve self enablement through multi channel experiences via IVR / Web /Chat, pro active problem resolution based on data mining and analytics led approaches that can help our clients gain customer insights across segments, products and regions leading to greater understanding and scope for revenue enhancement. The Smarter Contact Centres from IBM have the ability to offer these services based on customer insights generated from various delivery channels (such as call data, agent logs, agent conversations, email/customer feedback) that
leverage capabilities in analytics, data mining and domain expertise to improve customer retention and optimise operations.

Panel Discussion

Networking Lunch in the exhibition area