Enterprise Case Studies: How We Made Our Contact Center Upgrade Decision


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


Glenn Gemmill (Vice President for the Customer Care Center, Coca Cola)

Julie Bobbitt (Sales Manager, Inogen)

Ed Albrektsen (Director, Vendor Solutions and Audit, McKesson)

Edmund Siy (VP Business Transformation, Mercy)

Cam Lawler (Enterprise Applications Director, Movement Mortgage)

Seth Van Sickel (Director of Operations, Sling TV)

Location: Sun B

Date: Wednesday, March 14

Time: 8:00am - 8:45am

Pass type: Entire Event, Tue-Thu Conference - Get your pass now!

Track: Contact Center & Customer Experience

Vault Recording: TBD

Business and technical execs discuss what drove their decisions to update their contact center infrastructure and why they chose a premises, hybrid, or cloud approach for their businesses.

Every day, companies that need to upgrade their contact centers must decide whether to continue with their premises-based systems, add some cloud elements for a hybrid deployment, or move all their contact center applications into the cloud. What drives these decisions, and what lessons can you learn from their experiences?

In this session, you'll hear how companies with hundreds of contact center seats made their decisions. Panelists will discuss why they chose the deployment options they did and what was required to make them work. You’ll come away with specific, real-world lessons that you can apply in preparing your contact center for the future.

• When should existing vendors be part of a next-gen conversation… and when not?
• Should you consider solutions from both contact center and CRM companies for providing the omni-channel experience your customers desire?
• How should considerations such as industry regulations, security concerns, and long-term costs factor into the premises/hybrid/cloud decision?
• If cloud doesn't work for your contact center today, under what conditions might it become a future possibility?