Sheila McGee-Smith (Founder, McGee-Smith Analytics)
Date: Monday, March 21
Time: 2:00pm - 2:45pm
Pass type: Entire Event 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.