Cloud Contact Center 2.0: What’s Next


Sheila McGee-Smith (President & Principal Analyst, McGee-Smith Analytics)


Lisa Clark (VP, Product Management, 8x8)

Dan Rood (Vice President, Product Marketing, Genesys)

John Finch (AVP Product Marketing, RingCentral)

Matt Despain (Chief Product Officer, Serenova)

Folia Grace (VP, Marketing, Talkdesk)

Location: Sun B

Date: Tuesday, March 13

Time: 3:00pm - 4:00pm

Pass type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic: Artificial Intelligence & Analytics

Vault 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?