WHO: Arnab Mishra, Vice President, Products and Solutions Transera Communications, which offers cloud solutions for contact centers. Mr. Mishra is responsible for Transera's product management, product marketing, and strategic alliance functions. Prior to joining Transera, he held senior marketing and business development roles at Alcatel (Genesys (News - Alert) business unit) and Telera.

WHAT: Mr. Mishra will be participating in a session titled, A Match Made in Heaven . . . Actually the Cloud. Mr. Mishra will lead a discussion with fellow presenters about how cloud technology is playing a growing role in contact centers. A particular focus of the session will be enhancing the customer experience by gathering digital data about the customer and their value to the enterprise

WHEN: Monday, April 30, 1:30 - 2:20 p.m., Educational Session B

WHERE: ATA 2012 Convention & Expo 2012, April 29 - May 2, Hollywood, Florida. For more information about the event, click here.

WHY: The digital world is a boon to contact centers who want to enhance the customer experience. The data is there for the taking, and it will make contact centers smarter about their customers and their value to the business. Contact centers can use what's often called "Big Data" to weigh a host of factors-some obvious, some very subtle-before deciding which agent is the best match for a particular customer. When contact centers leverage intelligence from the vantage point of the cloud, they have a singularly prescient view of their contact center pool of resources.