Explore New Horizons:
Onshore, Nearshore, and Offshore

The Caribbean & Latin America are evolving quickly.  Impressive growth has been recognized, highlighting the Americas region as a significant market for corporations seeking nearer-to-home solutions.

Significant economic reform, privatization, deregulation and substantially improved infrastructures in the Caribbean and Latin America continue to provide an attractive business environment where companies can expand their reach and improve their corporate value.

This is the prestigious Summit meeting global executives have been waiting for, and a must attend event for decision makers responsible for exploring, researching and expanding their global service capabilities.

At the Contact Center & Strategic Sourcing Summit of the Americas you will:

• Meet and network with contact center executives from the Caribbean, Latin America, North America and Europe

• Learn from global consultants and industry leaders

• Share solutions and strategies on technology, outsourcing, human resources, international regulation and the newest trends in relationship and customer management.

• Discover for yourself the great potential this diverse region holds for your corporation.

At the Summit you won't just network;
you will build new strategic alliances!

Why attend

• To meet and work with colleagues and industry leaders exploring the latest trends in contact centers, the Internet and e-Service.

• To examine CRM solutions for the delivery of service and sales excellence.

• To develop essential outsourcing strategies and management tactics for realizing success with partners.

• To research new site location options from realistic regional perspectives.

Who should attend

The Summit is geared toward executive-level education and information sharing between key decision-makers responsible for their organization's strategic planning as it pertains to call/contact centers, shared service centers, BPO, outsourcing options, and location selection.

The Summit is a must-attend event for executive-level decision makers responsible for:

• Exploring new location options as contact center sites

• Determining the organization's outsourcing strategy and ensuring its success

• CRM, knowledge management, sales and customer service strategy

• Designing the organization's strategy regarding technology acquisition and management

• Developing their organization's e-Service, contact center, CRM and Internet strategies

• Taking their organization's contact center, e-Service and customer relationship strategies to international levels

To ensure the Summit maintains the highest level of relevancy and maximizes on the time and opportunity of those attending, only senior decision-makers (President, CEO, COO, Vice President, General Manager, Director, Head of Business Development) will be accepted as delegates.

Venue

Intercontinental V Centenario Santo Domingo
Avenue George Washington 218
Santo Domingo, 2890
Dominican Republic
Tel: 809-221-0000
http://www.ichotelsgroup.com/h/d/ic/1/en/hd/sdqha

The Program

Monday, January 23, 2006
7-8 am		Continental breakfast
8 am-12 noon		Pre-Summit Workshops:
		Attracting Investors and What Investors Need to Look for to Align Winning Partnerships Philip Cohen, Philip Cohen Consultant AB India, Philippines, China — or a Caribbean/Latin American alternative? The growing agent churn in India, increasing numbers in English-speaking staff in other Asian countries and rising costs, as well as flights half way around the globe, are all factors leading North American businesses to look for offshore alternatives closer to home. Addressing both English and the huge Spanish-speaking prospective markets are also key in this decision when looking for a new location for your call/contact and shared service centers. Philip, with his extensive experience and knowledge of the global marketplace, will walk you through, and help you develop, the 15 factors that locations must be aware of to get onto the radar screen and short list of investors. Philip will also give tips to those looking for locations, what they should be focusing on and what they should be aware of. This workshop is a double-edged sword, addressing investors' needs and matching these to what different countries can offer and should market to achieve the same goal — a successful, profitable partnership.    OR The Architecture of an Outsourcing Partnership — Making it Work Outsourcing relationships should benefit the clients and outsourcers alike. However, it can be a disastrous relationship if based on false assumptions, poorly specified requirements and ill thought out business plans. This workshop examines why outsourcing relationships fail and how to make them succeed. It offers a blueprint for successful partnerships built on accountability, shared goals, mutual respect and effective communications. As a participant you will gain an understanding of how to: Identify the parts of the business that are appropriate for outsourcing, and which outsourcing model is best Establish a concrete business case to fully understand the loaded cost implications and ROI of the outsourcing decision Manage an outsourcing procurement process Define meaningful measures for success and set realistic expectations Manage and review the contract throughout its life-cycle, ensuring it remains relevant as business conditions change If you are considering outsourcing, or are already in an outsourcing relationship, this is an essential workshop you won't want to miss!
12 noon-1 pm		Lunch
1-6 pm		Facility Site Tours Facility site tours of dynamic working environments, including Cyberpark, Institute of Technology Las Americas (ITLA) and Provitel, plus a glimpse at the cosmopolitan lifestyle and standard of living in the Dominican Republic.
7-9 pm		Open networking reception
Tuesday, January 24, 2006
7:30-8:45 am		Continental networking breakfast
8:45-9:00 am		Welcome remarks Eddy Martinez, Executive Director, CEI - RD
9:00-10:00 am		Opening Keynote:  Passion ... Inspiration ... Motivation ... Knowledge = Your People – the Golden Key to Success Dr. Leonel Fernandez R, President of the Dominican Republic The not-so-secret formula. Enlightened business leaders see the link between contented employees and the bottom line. They know that very soon the strongest businesses will be the ones with the most engaged and stable workforces. However, it takes a special kind of leader to put this formula into action. Learn from the insight and vision of one such brilliant leader, using this strategy for success.
10:00-10:15 am		Refreshments
10:15-11:15 am		Where Are the Multinational Corporations Going and Why? Nearshoring – An Extremely Viable Option Edwin Figueroa, Strategic Accounts Sales VP CALA, Avaya Combining the strength of world class communications technology, global support capabilities, exacting knowledge of local markets, environments and culture. To have access to an intellectual work force with a variety of languages at hand. Bringing government, public and private sectors together on projects where all parties will benefit. These are the attributes that make the most compelling partnerships. Using a prominent case study example, Edwin will provide insight on how to initiate the steps to align business and market strategies that have proven successful in building the future, strength and growth in contact center and shared services business in the CALA region.
11:15-11:30 am		Refreshments
11:30-12:30 pm		Technology Talks: Optimizing Your Contact Center to Full Potential Ash Mathur, Global Industry Lead, Microsoft Corporation As technology continues to transform the contact center industry, the technology gurus from leading companies are devoted to developing those technological strategies that enable new services and maximize performance while reducing cost. Mr. Mathur will define the winning characteristics of the most popular innovations that are taking the industry's operations to new heights in service excellence throughout the Americas and the world.
12 :30-1:45 pm		Networking Luncheon and Showcase
1:45-2:45 pm		Expanding Your Strategic Options – Location & Performance in the Americas Phil Schneider, Principal & Global Lead; Matt Jackson, Senior Manager; Matt Highfield, Senior Manager Deloitte Consulting, Global Expansion Optimization and Location Practices This session will be invaluable to executives looking for the most dynamic and diverse hot spots in the Americas region. The nearshore market continues to evolve rapidly as a highly sophisticated and sought-after sourcing environment. It is comparable to farshore options like India and the Philippines, yet much closer to the action. Business leaders must constantly re-evaluate their options to stay ahead of the competition. Using current research and case study examples, our speakers will highlight the main trends that are driving the revolution of solutions in this vast and diverse region. They will identify the hottest locations, and will describe the main diagnostic steps that will allow you to choose wisely and get the most from your nearshore sourcing strategy. Don't miss this valuable critique on the newest emerging focus markets.
2:45-3:00 pm		Refreshments
3:00-4:00 pm		Knowledge Matters – Especially At the Top Nina Kawalek, CEO, The Resource Center for Customer Service Professionals Mention call centers and training in the same sentence and most people will think of agent service skills and accent neutralization. But training is so much more: It is actually an intervention required to fill gaps in the development or execution of business strategy. Maximum ROI can only occur when training is applied to shortcomings in business strategy, execution or expertise — at the top tiers of the organization. In this session, Nina will highlight training choices for senior management that go far beyond filling gaps, to creating competitive advantages for call center service providers, outsourcing procurement professionals and the nearshore call center industry at large.
4:15-5:15 pm		The World At Your Doorstep – The Experience of Verizon Dominicana's Subsidiaries: Verizon International Teleservices (DR), Verizon International Teleservices Jamaica, and Opitel (DR) Manuel Bonilla, Vice President Diversified Operations, Verizon Dominicana With excellent infrastructures in place in both the Dominican Republic and Jamaica, and top notch customer focused service programs running for clients globally, Verizon International Teleservices has a winning combination. Through real life case studies Mr. Bonilla will share with you the issues and components that work to successfully provide the high standard of performance and service excellence that is attracting multinational companies who wish to outsource their contact center operations to the CALA region.
5:30-6:30 pm		Networking reception
7:00 pm		A Celebración Republica Dominicana Style – Sponsored by CEI-RD Enjoy mixing business with pleasure, tastes, sights and sounds as you are entertained by our hosts, CEI-RD, proudly showcasing their beautiful historic colonial city.
Wednesday, January 25, 2006
8:00-9:00 am		Networking breakfast
9:00-10:00 am		Partnering for Success – Outsourcing In the Americas Tim Searcy, CEO, American Teleservices Association As the only association dedicated to the teleservices industry in the United States, the ATA is broadening its international reach into key global regions where this industry has taken flight. The Americas region has shown significant economic reform, privatization, deregulation and substantially improved infrastructures, all providing an attractive business environment where companies can expand their reach and improve their corporate value. With unique insight and wit, Tim will describe the present and future playing field for both those who outsource and the providers of outsourced teleservices, and how the nearshore Americas region is fairing in the global spectrum.
10:00-10:15 am		Refreshments
10:15-11:15 am		Multi-national Corporate Case Study: Nortel's Vision – The Evolving Multimedia Contact Center of the Future
11:15-11:30 am		Refreshments
11:30-12:30 pm		The Americas vs. the World – How To Cash In On the Nearshore Phenomenon Roger Gloddy, Senior Vice President of Business Development, MphasiS An Executive Elite Insider's look at the financial future of the Americas services industry, and a discussion on survival and success. CEOs and CFOs need to be aware of what's up for grabs and what's at stake. Market share is not just a result of being the low cost provider. One very large software company never looks for the lowest cost provider but rather a combination of quality and cost. Their thought is, "If we can't do it for that cost in your country, neither can you." This and other significant industry insights will be shared to help position you for the current and future service marketplace. Who is doing what, where and with whom? On-site ... onshore ... nearshore ... offshore ... What are the trends and what must be accomplished to grow, to be successful in the current and future state of the service industry arena? Venture capital: Where is all the money going and why? After having interviewed a number of VCs, we will discuss what they are looking for in partners in the Americas, and from their view what makes an investment appealing and a long term successful relationship.
12:30-1:45 pm		Networking luncheon and Americas Showcase
1:45-3:45 pm		Expanding Horizons Panel Exposé and Discussion A facilitated discussion; real life comparisons of working environments within the Americas region The Caribbean — Nearshore/offshore considerations will be profiled by two prominent Caribbean locations highlighting the experience of operating or outsourcing in this quickly evolving region. Latin America — The unique Latin American business infrastructure and how to build strategic partnerships from the opportunities available in this vibrant and vast region will be examined by two winning organizations who attract inward investment. North America — Onshore business ... The spotlight will be on operations that continue to thrive in the onshore working environment. Presented here will be the reasoning behind the choices made.
3:45-4:00 pm		Refreshments
4:00-5:00 pm		New Perspectives Forum – Winning In the Americas Open discussion on the important factors to secure your piece of the action ... Discussion, recommendations ... Summit wrap-up.
5:00-6:00 pm		Farewell networking reception

Registration Fees and Discounts

$1,195 US ($995 US prior to Dec 23, 2005) per person for the 2-day Summit Summit fee includes continental breakfast and lunch each day, reception and Summit workbook
$1,890 US ($1590 US prior to Dec 23, 2005) per person for the 2-day Summit (as above) plus Attracting Investors to Your Location workshop, lunch, and afternoon facility site tours
$1,890 US ($1590 US prior to Dec 23, 2005) per person for the 2-day Summit  (as above) plus Architecture of an Outsourcing Partnership workshop, lunch, and afternoon facility site tours
Multiple attendee discounts. Attend with your fellow executives and save.  Register two executives from your company and save 10%. Register three or more executives from your company and save 20%.  Multiple attendee discounts may not be combined with early birds discounts.

Payment is due prior to the conference.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Seminar agenda subject to change.