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Market Report: The Cloud Contact Center Challenge - Transition, not Technology

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

Date: Monday, March 30

Time: 1:00pm - 1:45pm

Pass Type: Entire Event - Get your pass now!

Track: Contact Center & Customer Experience

Hot Topic(s): Artificial Intelligence & Analytics

Vault Recording: TBD

Everyone seems to agree that the future of contact center infrastructure is in the cloud. But while little doubt may remain about the future technology architecture, migration challenges persist. / In this session, the industry’s leading contact center analyst will discuss how contact center vendors in 2019 and beyond are stepping up to the migration challenge. The answer is a combination: technology innovations, such as artificial intelligence (AI) and API-first solutions; new products and programs to bridge premises and cloud approaches; and OEM and reseller partnerships designed to bring modern cloud solutions to market through existing channel relationships.

The discussion will detail the changes solution providers are making in their companies, portfolios and channel relationships to create an environment for smooth transition to cloud-based contact center solutions.

Takeaways:

* Learn what resources are available to help decide between flash cut to cloud vs. hybrid alternatives.
* Hear how new vendor partnerships between born-in-the-cloud and traditional contact center software providers allows companies to choose both trusted relationships and state-of-the-art solutions.
* Understand what new capabilities are cloud dependent – e.g., AI and Customer Data Platforms - and how to incorporate them with or without a wholesale move to the cloud.