Contact Center Executive Forum: The Cloud and Beyond


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


Mercer Rowe (SVP and GM, Cloud Services, Avaya)

Rob Amster (Director - Americas Contact Center Sales, Cisco)

Jim Hickey (Vice President, Product Strategy & Innovation, Five9)

Janelle Matthews (SVP of Solutions and Product Marketing, Genesys)

Paul Jarman (CEO, NICE inContact)

Location: Osceola A

Date: Monday, March 12

Time: 3:15pm - 4:00pm

Pass type: Entire Event - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic: Artificial Intelligence & Analytics

Vault Recording: TBD

Thought leaders from the Contact Center/Customer Experience segment discuss and debate the state of the market and technology.

Industry analyst Sheila McGee-Smith will lead a Q&A panel discussion with executives from leading contact center solution providers and a CRM market leader. Driven by questions from the audience, the session will expand on the market consolidation and technology trends described in the Market Report session, including cloud, digital transformation, AI and the Internet of Things. You will get a thorough understanding of how the customer care leaders are working to shape the market for ACDs, IVRs, and next-generation technology for the contact center.


* How does contact center market consolidation affect the end user organization? What do enterprises need to know?

* How are evolving vendor cloud portfolios impacting enterprise communications decisions?

* What kind of integrations are becoming available that give enterprise new options for managing digital customer interactions?

* What ways can enterprises prepare for the impact AI, bots, and IoT will continue to have on contact center operations?