Edmund Siy

Business and technical execs discuss what drove their decisions to update their contact center infrastructure and why they chose a premises, hybrid, or cloud approach for their businesses.

Every day, companies that need to upgrade their contact centers must decide whether to continue with their premises-based systems, add some cloud elements for a hybrid deployment, or move all their contact center applications into the cloud. What drives these decisions, and what lessons can you learn… Show more

Business and technical execs discuss what drove their decisions to update their contact center infrastructure and why they chose a premises, hybrid, or cloud approach for their businesses.

Every day, companies that need to upgrade their contact centers must decide whether to continue with their premises-based systems, add some cloud elements for a hybrid deployment, or move all their contact center applications into the cloud. What drives these decisions, and what lessons can you learn from their experiences?

In this session, you'll hear how companies with hundreds of contact center seats made their decisions. Panelists will discuss why they chose the deployment options they did and what was required to make them work. You’ll come away with specific, real-world lessons that you can apply in preparing your contact center for the future.

KEY QUESTIONS
• When should existing vendors be part of a next-gen conversation… and when not?
• Should you consider solutions from both contact center and CRM companies for providing the omni-channel experience your customers desire?
• How should considerations such as industry regulations, security concerns, and long-term costs factor into the premises/hybrid/cloud decision?
• If cloud doesn't work for your contact center today, under what conditions might it become a future possibility? Show less

Game Changers: Innovators Transforming the Delivery of Care
A panel of innovative healthcare delivery companies will discuss how their models of care are disrupting the status quo. More than just concepts, these are real, tangible models currently being scaled up across the nation, and hospital administrators will come away with the recognition that survival may depend on emulating, partnering with or owning a piece of these newly emerging areas of care.

“Extending IT Capabilities Outside the Organization” chronicles how Mercy, the fifth largest Catholic health system, leveraged its best practices to extend health IT services to other providers. The once back-office function of IT is now a topline contributor and transformation enabler. Commercialization of those services is the next logical step and provides a much needed service to the healthcare community.

Learning Objectives:

* Learn how to leverage in-house strengths and… Show more

“Extending IT Capabilities Outside the Organization” chronicles how Mercy, the fifth largest Catholic health system, leveraged its best practices to extend health IT services to other providers. The once back-office function of IT is now a topline contributor and transformation enabler. Commercialization of those services is the next logical step and provides a much needed service to the healthcare community.

Learning Objectives:

* Learn how to leverage in-house strengths and market opportunities
* Convert weaknesses & threats to find your niche
* Provide a solution so that the client is freed to focus on governance and change management

About Mercy Technology Services
As the information technology backbone of Mercy Health, the nation’s fifth largest Catholic health system, Mercy Technology Services (MTS) has developed a reputation as an industry leader in health care technology. MTS has nearly a decade of first-hand Epic experience and supports 40,000 Epic users across seven states. We are uniquely positioned to bring our provider-based experience, solutions and personalized service to other health care organizations. Whether you need Epic solutions, analytics or consulting, we welcome the opportunity to show you the benefits of our award-winning services and team.

Location: Los Angeles Ballroom Show less