Enterprise Connect Schedule

Organizations with contact center software on premises systems continue their migration to the cloud – to CCaaS. But as companies begin their investigations of cloud solutions, the handling of voice interactions – historically a key requirement in a premises contact center decision – has become just one part of a much larger set of criteria. As AI becomes an increasingly essential element in delivering quality customer experience, CCaaS has become inexorably linked with data, digital and social engagement, workforce engagement management and analytics applications. All of these applications are now often offered as a single platform, described as a CX platform.

How do vendors that offer UCaaS and CCaaS solutions compete in this new environment, as they increasingly emphasize their CX capabilities? What about CRM and WEM vendors who claim to offer “everything but voice” on their CX platforms?

In this session, the industry’s leading contact center analyst, joined by top thought leaders in the space, will discuss the pros and cons of a single CX platform versus a best of breed approach to solution selection. You will come away with a fuller view of the strategic issues facing your contact center as you plan future investments in CX software, especially with respect to AI, in the coming 12 months and beyond.

TAKEAWAYS:

· How important is the voice component of a CX platform decision? Is the relevance of voice in CX decisions declining?

· What are the benefits of choosing a single platform for multiple CX capabilities versus the risks of a single point of failure?

· Stated advantages of a single platform include real-time access to contextual interaction data for customer journey management, as well as personalization. Can the same results be accomplished with multiple integrated systems?