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Enterprise Connect - 2022

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In the column to the left, please look under PASS TYPE, and:

  • 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.

Who Should be Making Contact Center Decisions in 2022? IT? Customer Service? Marketing?

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

Andy Dignan  (Executive Vice President of Service Delivery & AI Solutions, Five9)

Yasser El-Haggan  (SVP, Presales & Field CTO, Genesys)

Caroline Yap-Jones  (Director - AI Practice, Google Cloud)

Paul Jarman  (CEO of NICE CXone , NICE)

Ryan Nichols  (SVP and General Manager of Contact Center, Salesforce/Slack)

Location: Osceola CD & Virtual

Date: Monday, March 21

Time: 2:00 pm - 2:45 pm

Pass type: Entire Event Orlando, Entire Event Virtual, Expo Plus Orlando, Expo Plus Virtual, Tuesday-Thursday Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: General Session

Vault Recording: TBD

As technology innovations continue and as the importance of customer experience grows, different enterprise constituencies may seek a bigger role in the decision-making process when it comes to contact center infrastructure. On one hand, IT has traditionally owned this decision, and now faces a new generation of technology issues: Whether, when, and how to move to the cloud; whether to target a strategic convergence of CCaaS with the enterprise’s UCaaS migration; and how CPaaS and low code/no code may enable DIY solutions. However, the customer service and marketing organizations have recognized the importance of contact center data and the customer experience delivered by agents—and these teams increasingly demand a seat at the table. So what’s the big picture for contact center technology decision-makers? In this session, the industry’s leading contact center analyst, joined by the top thought leaders in the space, will offer answers to help fill in that picture. You’ll come away with a fuller view of the strategic issues facing your contact center technology in the coming 12 months.


  • How should enterprise IT decision-makers weigh the question of whether to seek a single-platform UCaaS plus CCaaS system? What factors should influence your decision?
  • What role should CPaaS, APIs, and low code/no-code play in your future Contact Center strategy? If your enterprise wants to go this route, what should IT’s role be?
  • Now that CRM integration has become table stakes, is it enough? Since data is the key to end to end data journey management are customer data platforms the solution and which organization should deploy and own it?
  • How are the most forward-thinking enterprises bringing the different organizations—IT, customer service, marketing—together to craft technology solutions that answer the next generation of business needs?

Read Sheila McGee-Smith's articles on No Jitter