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Enterprise Connect Schedule Viewer

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  • If you're planning to attend In-Person, please click "Entire Event Orlando", "Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
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Click on session titles for full session descriptions. All times noted are in EST.

 

UCaaS Plus CCaaS: What are the Use Cases, Where are the Hurdles?

Blair Pleasant  (President & Principal Analyst, COMMfusion)

Date: Wednesday, March 29

Time: 3:00 pm - 3:45 pm

Pass Type: Entire Event Orlando - Monday-Thursday, Tues - Thurs Conference Orlando - Get your pass now!

Session Type: Session

Track: Unified Communications & UCaaS

Vault Recording: TBD

Most cloud communications companies now offer integrated UCaaS and CCaaS services, either as a single-vendor solution or through partnerships. But are enterprises actually leveraging these capabilities? What are the real use cases for these combined services, and are there successful customer examples? In this session, a leading analyst will moderate a panel of subject matter experts to help you understand the state of play—what does the technology enable today and what's possible in the future; what business cases are being made and how compelling are they; and when we might see larger-scale adoption of UCaaS + CCaaS by enterprises. You'll come away with a better understanding of where we are on the hype-vs.-reality scale.

Takeaways:

  • What are the most likely use cases for UCaaS + CCaaS? Is it still built around expanding CX capabilities beyond the agents?
  • How can a UCaaS + CCaaS solution benefit workers outside of the contact center and impact their productivity?
  • What’s the business case for going with a service that integrates UCaaS and CCaaS capabilities?
  • What specific challenges would an enterprise face in deploying an integrated UCaaS + CCaaS service?
  • Best of breed or single vendor – does it matter?