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The Enterprise Connect expert-led conference program will discuss the latest systems, software, services and applications for enterprise communications and collaboration. The conference is designed with one objective in mind: To help you optimize your investments in communications and collaboration systems, software and services.

Contact Centers & CX: Blurring the Line Between Automation and Live Assistance


Sheila McGee-Smith  (Founder & CEO; Co-founder, McGee-Smith Analytics)

Beth Schultz  (Program Co-Chair; Editor, Enterprise Connect; No Jitter)


Omar Tawakol  (Vice President & General Manager, Webex Customer Experience business unit)


John Hernandez  (Executive Vice President and General Manager, Genesys Multicloud Solutions)

Date: Wednesday, September 29

Time: 1:45pm - 2:30pm

Pass Type: Entire Event, Expo Plus, Media, Speaker

Session Type: General Session

Vault Recording: TBD

With the first generation of self-service, the IVR, it was simple to tell the difference between machine and human assistance. And we all learned to press zero to move from one to the other!

But, as with so many things, the smartphone has changed everything. More and more customer interactions are completed via digital self-service channels - increasingly supported by AI-driven voice and chat bots. However, this technology is also able to help with internal contact center processes, as AI-enabled systems “listen” to customers and guide live agents through ever more complex transactions.

In this session, led by contact center guru Sheila McGee-Smith and Enterprise Connect program co-chair Beth Schultz, a panel of top contact center industry executives will discuss how speech and machine learning technologies are already changing the level of automation being deployed in contact centers. You’ll come away from this lively conversation with a better idea of how your enterprise can use AI-driven technologies to raise your agents’ game and provide unprecedented levels of customer service.