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What Comes After CCaaS?

Sheila McGee-Smith  (Founder, McGee-Smith Analytics)

Date: Monday, March 27

Time: 2:00 pm - 2:45 pm

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

Session Type: General Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

ACD, then call center, contact center, and now contact-center-as-a-service (CCaaS) – such has been the progression of customer service technology since the late 1980s. Each iteration brought additional functionality, slowly displacing--though never completely replacing--the earlier version.

As each cycle has lasted about ten years, it's time to start thinking about what comes after CCaaS. How have customer needs, business imperatives and technology shifted, setting the stage for the next evolution? As happened with CCaaS, are there early versions of the next generation already deployed but still labelled as CCaaS until defined as something new?

In this session, the industry's leading contact center analyst, joined by top thought leaders in the space, will discuss the direction the market and technology are taking TODAY that will define the next generation of customer experience software. You'll come away with a fuller view of the strategic issues facing your contact center technology choices in the coming 12 months and beyond.

Takeaways:

  • How should companies still operating on-premises solutions be thinking about the move to the cloud? Is CCaaS the right next step or something else?
  • What kind of innovation should today’s CCaaS customers be looking for from their existing vendors? How should they evaluate whether it is time to move to a newer solution?
  • Which technologies need to be part of a customer experience platform, and which are ancillary to customer care, potentially including: collaboration, workforce engagement management, CRM, customer data platforms, artificial intelligence, workflow, orchestration, and automation?