New whitepaper! The Evolving Role of Process Automation and the Customer Service Experience co-authored with Interactive Intelligence

The Evolving Role of Process Automation and the Customer Service Experience
True, customer service usually starts in the contact center. But a customer’s satisfaction might easily come down to support staff and knowledge workers in other areas of the business. With advances in contact center automation, businesses are finding they can extend the same automation to service processes and touch-points throughout their organization. When they do, according to authors Kyle Lyons of Ponvia Technology, Inc. and Gina Clarkin of Interactive Intelligence, businesses improve efficiency and cost containment… as well as the customer experience.

Ponvia to participate at the Contact Center Conference Fall 2011

Rosemont, IL – July 18, 2011 – Ponvia Technology, Inc. (Ponvia), the Premier Management and Technology Consulting firm for Contact Centers, Customer Interaction and Cloud Communications, announced today that three of its principles will present at the Contact Center Conference Fall 2011 in Phoenix, Arizona. The conference is produced and managed by the Contact Center Association and will be held October 3-6 at the Sheraton Phoenix Downtown Hotel. The presentations will cover topics on Cloud Communications, Workforce Optimization and Performance Management.

Attendees will include senior-level contact center professionals who are dedicated to managing the customer experience in their organization. They will gather at this dynamic conference to attend high-level sessions, keynote presentations and networking events to learn about the latest technologies and strategies for contact centers.

More information about the conference can be found at www.contactcenter2011.com.

About Ponvia
Ponvia (www.ponvia.com) is a premier Management and Technology Consulting firm specializing in Contact Centers, Customer Interaction and Cloud Communication Services. Through our deep industry and technical subject matter expertise combined with real-world operational experience, we are able to provide our clients with actionable guidance and impactful solutions that ensure attainment of their goals and objectives.

About Contact Center Conference Fall 2011
Managed and produced by the Contact Center Association (www.contactcenterassociation.com), with headquarters in Colorado Springs, CO, the Contact Center Conference Fall 2011 will be held October 3-6 in Phoenix, Arizona. For more info: www.contactcenterassociation.com

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