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David Myron (Principal Analyst, Omdia)
Jono Luk (VP, Product Management, Contact Center, Security & Management, Webex by Cisco)
Ryan Nichols (SVP and General Manager of Contact Center, Salesforce)
Laura Bassett (Vice President Product Marketing, Customer Experience, NICE)
Josh Goldlust (VP Product Management, Genesys)
Mimi Nguyen (VP, Product - CCaaS, Talkdesk)
Location: Sun A
Date: Wednesday, March 29
Time: 8:00 am - 8:45 am
Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!
Session Type: Session
Track: Communications & Collaboration 2026
Vault Recording: TBD
The major trends driving contact center technology decisions are well under way: Enterprises are migrating seats from premises systems to Contact Center as a Service (CCaaS); AI-enabled applications are helping to improve key metrics, and workforce optimization (WFO) is helping contact centers run more efficiently. So where will contact center technology be in three years? Will the majority of seats connect to cloud-based systems? Will AI be replacing agent positions in large contact centers? What will the mix of traffic look like, and how will this be reflected in agent roles? In this session, a leading analyst who is studying all of these trends will give you his view on what to expect over the next three years. You'll come away better prepared to set your own strategic plan for contact center technology.