Tuesday 12:50 PM - 1:30 PM — Accelerating IT Transformation – A Case Study of Commercial BSS Roadmap
Tuesday 12:50 PM - 1:30 PM — Innovate with Emerging Business Models in Enterprise Software Support
Tuesday 1:40 PM - 2:20 PM — The Next Generation of Customer Support
Tuesday 12:50 PM - 1:30 PMLocation: Expo Theater 1
- How to leverage system agnostic industry best practices in practical terms as applied to a service provider’s IT roadmap
- How to use system agnostic industry best practice use cases as a basis for validating requirements and designing business architecture
- How to harness generic business process definitions as a means to design a service oriented architecture
Why You Need to Attend This Session:
By attending this session, you will understand how use cases from previous projects can be abstracted into generic best practice knowledge libraries. Further, you will also see how leveraging such knowledge libraries can significantly accelerate architecture and design for a transformation project. This session also demonstrates an approach to designing a service oriented architecture by mapping business processes to system capabilities that support them.
Presentation Abstract:
This case study demonstrates the value of Knowledge Libraries in reducing the time to market for IT Transformation. Through a real life example, we show how critical architectural decisions can be made quickly, and consensus achieved with business stakeholders while key technology decisions are still outstanding. The case study also demonstrates the use of a set of system agnostic industry best practice use cases and process definitions to create a foundation for a service oriented architecture. This capability based business architecture enabled validating of business requirements and providing a basis for selecting and finalizing the application architecture where there were gaps, while at the same time enabling design to progress in other areas.
About Uday Bhaskar Nandivada:
Mr. Nandivada is an enterprise architect with over 23 years of experience in implementing complex enterprise level solutions for a wide range of industries and business models around the globe for customers including AT&T, Sprint, Comcast, DIRECTV, Telstra, Sprint, FarEastern, etc. He is currently the Global Technology Solutions Lead with Amdocs Consulting. Prior to joining Amdocs, he was a Senior Manager with Capgemini Inc., where he successfully led the implementation of several complex OSS/BSS Integration projects for more than 10 major service providers. Earlier, he was a solution architect for AT&T’s Texas Local Factory.
About Frank Palase:
Frank A. Palase has been with DIRECTV for 13 years. Mr. Palase is currently the vice president of Strategy and Innovation. He has responsibility for strategic planning and working with key executives in order to develop roadmaps that will be executed by the IT organization. He is also responsible for Enterprise Design and Architecture. Mr. Palase also has responsibility for Innovation for the IT department and researches new ways to improve efficiencies and increase revenue opportunities by using new and existing IT assets. He also runs IT security and is the CISO for DIRECTV. During his career at DIRECTV he has held positions in both development and operations at DIRECTV. Prior to joining DIRECTV, Mr. Palase was a consultant at Digital Equipment Corporation for five years. As a consultant, Frank developed and designed infrastructure and application integration models for the real time space. Mr. Palase also served in the United States Air Force for five years. He worked in the area of operational test at Edwards AFB. Mr. Palase holds a law degree from Southwestern University School of Law and received his undergraduate degree in electrical engineering from Polytechnic Institute of New York.
Tuesday 12:50 PM - 1:30 PMLocation: Expo Theater 2
- How to choose the business model that suits your support services and realigns focus
- The right sourcing strategy for enterprise software support―your model for customer success
- How to build a predictive, sustainable, and consistent operational model for gaining efficiency and effectiveness
Why You Need to Attend This Session:
Discover the success mantra of the world’s leading enterprise software companies with KPIT Cummins’ test-proven support services. Our value-added business models help you achieve more for less.
Presentation Abstract:
We all have witnessed the catastrophic effects of global economic turmoil across industries. The upside is that it has compelled organizations to turn leaner for the better. The constant decline in the IT spending of customers is posing a serious threat for enterprise software companies who bank on maintenance revenues as their strategy for sustainability. Here again, they are pressurized by the high cost of operations constantly eroding their margins. The emergence of innovative business models in such a scenario comes as a sigh of relief. However, the effectiveness of these models is still a question for many. KPIT Cummins invites you to explore the various business models and their transformational benefits while building a superior customer experience. Specific examples will exhibit the right strategy of adoption for each model, the key success factors, and the modus operandi, thereby attaining business agility.
About Pawan Sharma:
Pawan sits on the Executive Management Panel of KPIT Cummins and leads businesses at GBS (Global Business Solutions) and DFS (Diversified Financial Services). A “thought leader in enterprise software support,” Pawan has established multiple global support centers for technology leaders and helped them surpass customer expectations. Pawan has over 19 years of experience, working with companies including HP, IBM, HCL, and KPIT with a passion to “wow” his customers’ customer through operational excellence. Pawan has been a member on the Standard Boards of JD Powers and the Service & Support Professionals Association (SSPA) certification program. He is on the board of the Strategic Outsourcing SIG of PMI in the United States. He is also the CEO and president of PMI North India Chapter.
Tuesday 1:40 PM - 2:20 PMLocation: Expo Theater 1
Presentation Abstract:
Customer support has entered the next generation with customer needs increasing due to the more advanced and mobile technologies available. Customer support operations face a tough mission – to support new consumer technologies while securing and optimizing their support operations as consumer demand continually increases.
Join Bomgar, the leader in next-generation enterprise remote support solutions, and PlumChoice, the leader in next-generation online customer support, at the Technology Services World Expo Theater #1 Tuesday Oct 20th @ 1:40PM-2:20PM for an exploratory voyage into the new frontier of customer support.
Learn strategies for:
- Controlling customer support costs
- Maximizing security in supporting mobile customers
- Optimizing processes and staff in the face of new technologies
- Supporting multiple OS & different devices
May your business live long and prosper well into the next generation.
Jeff Johnson joined Bomgar in 2005 and brings over a decade of experience in technology sales and partnership development. Johnson is chartered with leading the company's new customer relations group in support establishing relationships with the over 5,000 companies in Bomgar’s commercial and enterprise customer base. Prior, Johnson held executive positions within Diversified Technology, where he was responsible for managing relationships within the federal, telecommunications and gaming markets. He holds a bachelor of business administration in marketing from the University of Mississippi.
Joe Rappa joined PlumChoice in April of 2009 and brings over 25 years of experience in technology sales and engineering. Joe is a leader in the sales organization and directs the strategy for partnerships within the Telco, Retail, and OEM sectors. Prior to joining PlumChoice, Joe has held executive positions within IBM and Sun Microsystems, where he was responsible for driving growth in the Financial Industry. He holds a Masters in Business and Policy Studies from the State University of New York.
Tuesday 1:40 PM - 2:20 PMLocation: Expo Theater 2
- Best practices for integrating intelligent search-based applications into their customer service environment, including strategies to ensure broad adoption of the technology by both customers and call center personnel
- Which KPIs are most supported by intelligent, enterprise search- based customer service solutions and how to measure their effectiveness
- Strategies for leveraging enterprise search technologies to increase customer community participation and encourage cross-customer issue resolution as customers begin to rely on experts in the community to provide direction and information critical to the success of their solutions
Presentation Abstract:
Knowledge access technologies enable greater levels of self service for technology customers, even when dealing with complex solutions and large implementations; such technologies also enable higher levels of contact center efficiencies, including higher rates of first call resolution and shorter overall call duration. Both results increase levels of customer satisfaction and trust, which in turn lead to increased up-sells and cross-sells, as customers understand their provider’s commitment to ensuring success with its products and services. At the same time, intelligent search solutions enable the convergence of disparate knowledge management systems, product information repositories, customer service solutions, email and desktop content, through unified access via a single, faceted search interface. This session will trace the evolution of a leading technology provider’s use of enterprise search from a single departmental implementation to supporting all call center and extranet content, and present Key Performance Indicators which will help participants to develop their own business cases to support such implementations.
About Louis Tetu:
Louis Tetu is the Executive Chairman of Coveo, a leading provider of advanced enterprise search technology and information access solutions. By enabling real-time access to relevant business information, Coveo search solutions optimize business processes for customer service, information publishing, ecommerce, collaboration, investigations and litigation support. Prior to Coveo, Mr. Tetu co-founded Taleo Corporation, the leading international provider of on-demand Internet software for talent and human capital management, where he held the position of Chief Executive Officer and Chairman of the Board of Directors from the company’s inception in 1999 through 2007. In 2006, he received the Ernst & Young Entrepreneur of The Year award in the Technology and Communication category.
