Market Report: How Customer Engagement is Driving the Enterprise

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

Date: Monday, March 18

Time: 1:00pm - 1:45pm

Pass Type: Entire Event - Get your pass now!

Track: Contact Center & Customer Experience

Technical Level: Low

Vault Recording: TBD

Audience Level: Low

After two years where industry consolidation and the cloud were the dominant market forces, the contact center segment is now heavily focused on the opportunity that advanced technologies present. Specifically, advances in artificial intelligence and API-first solutions are being hyped as the answer for bridging the gap between customer experience expectations and the flawed customer experience still being delivered by so many companies.

In this session, the industry’s leading contact center analyst will address technology innovations and the role they’re playing, or are poised to play, in transforming the market. She will illustrate the discussion by outlining the changes that solution providers are making in their portfolios to address this gap with new software and, increasingly, partner-based solutions. Finally, she will discuss what the blurring lines among customer support, sales, and marketing solutions mean for enterprises.

* What is the current state of AI and API-first solutions in the contact center market? Are vendors delivering products, and are these being deployed in production environments?
* What specific contact center features and functions are being impacted by the new technologies, and in what way?
* Is the rise of AI and API-first solutions shaking up the vendor landscape? Who’s gaining ground, and who’s losing as a result?
* As advanced technologies move to the fore, how are the trends of cloud migration and vendor consolidation being impacted?