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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services.

A New Look at Contact Center Fundamentals


Ken Landoline  (Principal Analyst, Omdia)

Date: Monday, September 27

Time: 8:00am - 8:45am

Pass Type: Entire Event

Track : Contact Center & Customer Experience

Session Type: Conference Breakout Sessions

Vault Recording: Video

There is no doubt that the customer engagement marketplace has been permanently altered by more than a year of business upheaval and economic turmoil. While some of the changes will be temporary, others will transform the industry landscape for the longer term. A major question going forward will be how these changes will affect contact center fundamentals in terms of live agent headcount, the look and size the physical contact center premise facilities, competitive vendor shifts, the demand for workforce optimization technologies, and changing enterprise technology investment plans. Understanding these changes will be essential to planning your customer engagement strategies for future success.
Join a leading industry analyst for a review of what the new, more stable customer engagement landscape now looks like, what platforms, tools, and technologies stand to benefit from the events of the past year, and a summary of the changes yet to come that may affect the future plans of your company.


  • Forecast of live agent headcount by geographic region
  • Global five-year forecast of cloud contact center penetration levels
  • Evolution of the cloud contact center vendor landscape
  • Remote versus premises-based agent split going forward
  • Shifting levels of contact center technology investments