Orlando, FL is part of the Informa Enterprise Connect Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Registration is Open for Enterprise Connect 2023! Register Now for Super Early Bird Rates.

Enterprise Connect Schedule Viewer

Schedule Viewer tool is designed to help you find the sessions and other functions you're looking for at Enterprise Connect 2023.

Check back frequently, information added daily!

In the column to the left, please look under PASS TYPE, and:

  • If you're planning to attend In-Person, please click "Entire Event Orlando", "Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
  • If you're planning to attend Virtually, please click "Entire Event Virtual" and/or "Expo Plus Virtual".

Click on session titles for full session descriptions. All times noted are in EST.

 

CCaaS Case Studies

Thomas Brannen  (Founder, OnConvergence)

Date: Monday, March 27

Time: 10:00 am - 10:45 am

Pass Type: Entire Event Orlando - Monday-Thursday - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

Cloud is the wave of the future for contact center systems, promising continual feature enhancements for constantly improving customer experience, as well as business agility for responding quickly to a changing environment and supporting an agent workforce that is likely to remain hybrid if not heavily remote. But getting to the cloud can be a challenge: Legacy premises-based systems are highly customized and tightly interwoven into business practices, and some enterprise leaders retain concerns over cost and security. In this session you'll hear from enterprise leaders who have made or are working through the tough decisions when it comes to migrating their contact center system to the cloud. They'll share experiences and lessons learned; you'll come away with specific advice and best practices that you can immediately put to use in your own enterprise.

Takeaways:

  • What drives to the decision to consider/move to CCaaS? Which organizations or individuals within the enterprise drive decision-making throughout the process?
  • What were the biggest challenges the panelists' organizations faced during the process? How were these overcome?
  • What ROI/TCO calculations were made, and how did these impact decisions?
  • How is CX different with a CCaaS system than with legacy premises-based system? How does the migration change the role of IT in supporting contact center technology?
  • What benefits are enterprises seeing once the migration is complete? What can they do now that they couldn't before?