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Blair Pleasant (President & Principal Analyst, COMMfusion)
Dhwani Soni (Vice President, Product Design and User Experience, 8x8)
Fabrice Della Mea (Senior Director, Product, Dialpad)
Jack Nichols (Vice President of Product Management, Genesys Cloud CX)
Sanjay Srinivasan (SVP & Chief Technology Architect, Vonage)
Location: Sun A
Date: Monday, March 21
Time: 9:00 am - 9:45 am
Pass type: Entire Event Orlando - Get your pass now!
Track: Unified Communications & UCaaS
Session Type: Conference Breakout Session
Vault Recording: TBD
As enterprises migrate UC and contact center infrastructures to the cloud, many may be inclined to explore integrating these two capabilities, in hopes of gaining greater efficiencies and new functionality. In turn, many cloud-based providers are promoting the idea that UCaaS and CCaaS should eventually be a single, cloud-based service that extends the unique features of the contact center to any end user—even if they’re not a contact center agent. The ultimate vision is one where agents, supervisors, subject matter experts, and customers can use voice, text, or video to work together to solve a customer’s issue, and even use team collaboration tools to form a virtual team. / But how real are the opportunities for more tightly integrated UCaaS and CCaaS, and what benefits could your enterprise actually realize from such an integrated service? In this session, a leading industry analyst will be joined by a panel of subject matter experts to discuss when and how UCaaS + CCaaS could be a reality from which your enterprise could actually derive new benefits.