View, browse and sort Enterprise Connect 2018 conference sessions. You can sort by:
* Which pass type you have (or are considering purchasing)
* Conference Tracks
* Hot Topics that are covered in multiple tracks
* Combinations of the above

Plus, start planning your time at Enterprise Connect 2018 by building your schedule, and then access it during the show via export to your personal calendar or within the Official Mobile App (available in February 2018). Simply register or log-in below to save your selections.

NOTE: Your log-in information would be the same as registration for both the scheduler and mobile app, so please use the same email and password.

If you would like to upgrade your pass to attend specific sessions, please contact our registration support team at 415-947-6858, Toll Free 1-866-203-8169 from Monday - Friday between 9:00 AM - 4:00 PM PT.

Cloud Contact Center 2.0: What’s Next

Speaker:
Pass types: Entire Event, Tue-Thu Conference - Get your pass now!
Track: Contact Center & Customer Experience
Hot Topic: Artificial Intelligence & Analytics
Recording: TBD

Now that Cloud Contact Centers have gained acceptance as a compelling alternative to CPE, how will Cloud offerings continue to evolve from here?

Cloud Contact Centers have cleared their first hurdle, gaining acceptance as a compelling alternative to CPE, if not indeed the preferred option for many enterprises. So how will Cloud offerings evolve from here?

In this session, we’ll examine how the next generation of Cloud Contact Centers will be shaped by the major trends buffeting the industry: Vendor consolidation; advanced technologies like AI/analytics; and the growing role and integration of CRM systems with contact center infrastructure. We’ll focus on the way these trends may play out for the Cloud Contact Center-only vendors versus those that offer CPE and hybrid as well as Cloud. You’ll get a glimpse of what’s coming next from the Cloud, and how effective those innovations may be in driving the next wave of adoption.

Key Questions:
• What are the new innovations in Cloud Contact Center, and how might they impact adoption of this model moving forward?
• In this second wave of Cloud Contact Center, what role might communications APIs play? Can APIs be leveraged, for example, as a way to augment vendor offerings and fill in any gaps?
• How does vendor consolidation impact the decisions enterprises are tasked with making around their communications infrastructure?
• How do trends like AI/analytics and integration of CRM systems affect roll out in pure cloud plays vs. offerings from vendors selling both CPE and hybrid cloud?