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Enterprise Connect - Schedule Viewer

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. Click on session titles for full session descriptions. All times noted are in EDT.

Contact Centers/CX 2025: How Automated, How Integrated?

Daniel Hong  (VP, Research Director, Forrester)

Date: Monday, March 21

Time: 8:00am - 8:45am

Pass type: Entire Event Orlando - Get your pass now!

Track: Communications & Collaboration 2025

Session Type: Conference Breakout Session

Vault Recording: TBD

Two of the most significant technology trends for contact centers/customer experience are AI/automation and the increasing integration of contact center systems with UC/collaboration systems as well as business processes. In this session, a leading contact center analyst will look out three years to provide you a realistic projection of where the state of the art will be in these two areas. You’ll learn which currently-nascent AI-powered capabilities are likely to go mainstream; how the relationship of agent and automation will evolve through 2025; how deeply enterprises will be able to integrate CCaaS and UCaaS systems; and how successfully you’ll be able to integrate contact center systems with CRM and other business systems. You’ll come away with a realistic perspective on just how much progress contact centers / CX will make over the next three years.


  • What will AI’s biggest impact on the contact center be in three years: Agent replacement, improved metrics, or some other factor? /
  • How much of the market will have migrated to CCaaS by 20205, and how will this impact the nature of the customer (and agent) experience?
  • Will most enterprises prefer a single platform for UCaaS and CCaaS, and how much real integration is there likely to be between these two systems?
  • Will contact center systems be more tightly integrated with CRM? Will enterprises be using APIs to integrate their contact centers with other business systems?