Related Topics: WebRTC Summit, Java IoT, Open Source Cloud, Agile Computing, Video, @CloudExpo

WebRTC Summit: Article

WebRTC and the Customer Experience

At WebRTC Summit, LiveOps CTO Keith McFarlane to discuss how WebRTC is the next stage in the globalization of the contact center

WebRTC Summit Early Bird Savings here!

Over the past few years, the importance of a positive customer experience has risen and solidified itself as a major differentiation for brands. Meaning, companies today have to offer great service along with their products. WebRTC communications, combined with the cloud and building upon the foundation provided by VoIP and the Internet, is making a single network a reality by eliminating the need for the expensive servers, software, landlines and phones required by traditional contact center technologies. Customer service agents with WebRTC-enabled devices will be able to provide better customer experiences across all channels - including voice - and contact centers will continue to become even more streamlined, cost-efficient and productive than ever before.

In his session at 2nd WebRTC Summit, Keith McFarlane, Chief Technology Officer, Cloud Platforms & Telephony at LiveOps, will share how WebRTC technology is truly the next stage in the globalization of the contact center, especially in the areas of monetization and creating a superior, personalized customer experience.

Explore WebRTC Summit Sponsorship & Exhibit Opportunities !

Speaker Bio
At LiveOps, Keith McFarlane holds the role of Chief Technology Officer, Cloud Platform & Telephony. He has more than 20 years of experience designing and developing large-scale customer service solutions and CRM systems. McFarlane is an expert on the benefits of cloud computing technology for both enterprise and SMBs and recently made ExecRank's "Top CTO Rankings" list for 2012.

Prior to LiveOps, McFarlane worked for an on-premise contact center provider that is currently ranked number two among the top contact centers worldwide. It was there that he first began to realize the potential impact that cloud computing could have on the decades-old customer service contact center industry. He also realized that a software and hardware laden provider, such as his previous employer, would be challenged to move quickly into the cloud space. Making the move to LiveOps gave him the opportunity to be part of the team that developed the true cloud LiveOps Platform for enterprise use. Twelve years ago the LiveOps Platform was created for use only by the LiveOps community of 20,000 independent contractors to grow LiveOps' agent services business. In 2008, when McFarlane arrived at the company, LiveOps began evolving the platform for individual sale and use by other companies with their own agents. Under McFarlane's guidance, LiveOps is continuing to make industry-firsts, including the first fully integrated multichannel plus social agent desktop.

A Rock Star Faculty, Top Keynotes, Sessions, and Top Delegates!
2nd WebRTC Summit, June 10-12, 2014, at the Javits Center in New York City, New York, and 3rd WebRTC Summit, Nov. 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading WebRTC industry players in the world.

Sponsorship Opportunities
for WebRTC Summit
Sponsorship, exhibit, and keynote opportunities can be obtained from Carmen Gonzalez by email at events (at) sys-con.com, or by phone 201 802-3021.

Early Bird Registration Options
for 2nd WebRTC Summit
WebRTC Summit delegates can pre-register for 2nd WebRTC Summit with Early Bird Savings here.

About SYS-CON Media & SYS-CON Events
SYS-CON Media (www.sys-con.com) has since 1994 been connecting technology companies and customers through a comprehensive content stream at www.sys-con.com - featuring over forty focused subject areas, from Cloud Computing to Web Security - interwoven with market-leading full-scale conferences produced by SYS-CON Events. The company's internationally recognized brands include among others Cloud Expo® (www.CloudComputingExpo.com), Big Data Expo (http://BigDataExpo.net), SDN Expo (http://SDNExpo.co),Virtualization Conference & Expo (www.VirtualizationConference.com), WebRTC Summit (http://WebRTCSummit.net), DevOps Summit (http://DevOps.sys-con.com), Government IT Conference & Expo (www.GovITExpo.com), Cloud Computing Bootcamp(www.CloudComputingBootcamp.com), and UlitzerLive! New Media Conference & Expo (http://events.sys-con.com).

Cloud Expo® is a registered trademark of Cloud Expo, Inc.

More Stories By Elizabeth White

News Desk compiles and publishes breaking news stories, press releases and latest news articles as they happen.

Comments (0)

Share your thoughts on this story.

Add your comment
You must be signed in to add a comment. Sign-in | Register

In accordance with our Comment Policy, we encourage comments that are on topic, relevant and to-the-point. We will remove comments that include profanity, personal attacks, racial slurs, threats of violence, or other inappropriate material that violates our Terms and Conditions, and will block users who make repeated violations. We ask all readers to expect diversity of opinion and to treat one another with dignity and respect.

Latest Stories
SYS-CON Events announced today that Coalfire will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Coalfire is the trusted leader in cybersecurity risk management and compliance services. Coalfire integrates advisory and technical assessments and recommendations to the corporate directors, executives, boards, and IT organizations for global brands and organizations in the technology, cloud, health...
@ThingsExpo has been named the Top 5 Most Influential M2M Brand by Onalytica in the ‘Machine to Machine: Top 100 Influencers and Brands.' Onalytica analyzed the online debate on M2M by looking at over 85,000 tweets to provide the most influential individuals and brands that drive the discussion. According to Onalytica the "analysis showed a very engaged community with a lot of interactive tweets. The M2M discussion seems to be more fragmented and driven by some of the major brands present in the...
So you think you are a DevOps warrior, huh? Put your money (not really, it’s free) where your metrics are and prove it by taking The Ultimate DevOps Geek Quiz Challenge, sponsored by DevOps Summit. Battle through the set of tough questions created by industry thought leaders to earn your bragging rights and win some cool prizes.
As data explodes in quantity, importance and from new sources, the need for managing and protecting data residing across physical, virtual, and cloud environments grow with it. Managing data includes protecting it, indexing and classifying it for true, long-term management, compliance and E-Discovery. Commvault can ensure this with a single pane of glass solution – whether in a private cloud, a Service Provider delivered public cloud or a hybrid cloud environment – across the heterogeneous enter...
SYS-CON Events announced today that Transparent Cloud Computing (T-Cloud) Consortium will exhibit at the 19th International Cloud Expo®, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. The Transparent Cloud Computing Consortium (T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data proces...
The Internet of Things (IoT), in all its myriad manifestations, has great potential. Much of that potential comes from the evolving data management and analytic (DMA) technologies and processes that allow us to gain insight from all of the IoT data that can be generated and gathered. This potential may never be met as those data sets are tied to specific industry verticals and single markets, with no clear way to use IoT data and sensor analytics to fulfill the hype being given the IoT today.
SYS-CON Events announced today that MathFreeOn will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. MathFreeOn is Software as a Service (SaaS) used in Engineering and Math education. Write scripts and solve math problems online. MathFreeOn provides online courses for beginners or amateurs who have difficulties in writing scripts. In accordance with various mathematical topics, there are more tha...
Governments around the world are adopting Safe Harbor privacy provisions to protect customer data from leaving sovereign territories. Increasingly, global companies are required to create new instances of their server clusters in multiple countries to keep abreast of these new Safe Harbor laws. Is it worth it? In his session at 19th Cloud Expo, Adam Rogers, Managing Director of Anexia, Inc., will discuss how to keep your data legal and still stay in business.
More and more brands have jumped on the IoT bandwagon. We have an excess of wearables – activity trackers, smartwatches, smart glasses and sneakers, and more that track seemingly endless datapoints. However, most consumers have no idea what “IoT” means. Creating more wearables that track data shouldn't be the aim of brands; delivering meaningful, tangible relevance to their users should be. We're in a period in which the IoT pendulum is still swinging. Initially, it swung toward "smart for smar...
@ThingsExpo has been named the Top 5 Most Influential Internet of Things Brand by Onalytica in the ‘The Internet of Things Landscape 2015: Top 100 Individuals and Brands.' Onalytica analyzed Twitter conversations around the #IoT debate to uncover the most influential brands and individuals driving the conversation. Onalytica captured data from 56,224 users. The PageRank based methodology they use to extract influencers on a particular topic (tweets mentioning #InternetofThings or #IoT in this ...
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at @ThingsExpo, Robin Raymond, Chief Architect...
Successful transition from traditional IT to cloud computing requires three key ingredients: an IT architecture that allows companies to extend their internal best practices to the cloud, a cost point that allows economies of scale, and automated processes that manage risk exposure and maintain regulatory compliance with industry regulations (FFIEC, PCI-DSS, HIPAA, FISMA). The unique combination of VMware, the IBM Cloud, and Cloud Raxak, a 2016 Gartner Cool Vendor in IT Automation, provides a co...
SYS-CON Events announced today that SoftNet Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. SoftNet Solutions specializes in Enterprise Solutions for Hadoop and Big Data. It offers customers the most open, robust, and value-conscious portfolio of solutions, services, and tools for the shortest route to success with Big Data. The unique differentiator is the ability to architect and ...
SYS-CON Events announced today that Niagara Networks will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
In an era of historic innovation fueled by unprecedented access to data and technology, the low cost and risk of entering new markets has leveled the playing field for business. Today, any ambitious innovator can easily introduce a new application or product that can reinvent business models and transform the client experience. In their Day 2 Keynote at 19th Cloud Expo, Mercer Rowe, IBM Vice President of Strategic Alliances, and Raejeanne Skillern, Intel Vice President of Data Center Group and ...