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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. ALL TIMES LISTED ARE (U.S.) EASTERN TIME ZONE.

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


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


Callan Schebella  (EVP Product, Five9)

Paul Jarman  (CEO, NICE CXone)

David Chavez  (Vice President, Innovation and Architecture, Avaya)

Charanya (CK) Kannan  (Chief Product and Engineering Officer, Talkdesk)

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

Date: Wednesday, September 29

Time: 11:30am - 12:15pm

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, 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.