Why Customer Engagement Is Leading the Enterprise Communications Conversation

Beth Schultz (Editor / Program Co-Chair, No Jitter / Enterprise Connect)

Sheila McGee-Smith (President and Principal Analyst, McGee-Smith Analytics)

Chris McGugan (Senior Vice President of Solutions & Technology, Avaya)

Vasili Triant (General Manager and Vice President Customer Care, Cisco)

Rowan Trollope (CEO, Five9)

Tom Eggemeier (President, Genesys)

Paul Jarman (CEO, NICE inContact)

Al Cook (Vice President, Product Management and Engineering. GM Twilio Flex., Twilio)

Location: Osceola CD

Date: Wednesday, March 20

Time: 10:45am - 11:25am

Pass Type: Entire Event, Expo Plus, Exhibitor Booth Staff, Media, Speaker, Tue-Thu Conference - Get your pass now!

Track: Keynotes & General Sessions

Session Type: Conference

Vault Recording: TBD

The goal of digital transformation is elusive, with a constantly changing definition of success. But leading companies are finding that focusing efforts -- and budgets -- on continually improving the customer experience can drive measurable returns. Increasingly, this means breaking down the barriers between the contact center and the business, all with an eye on delivering the best possible results for any customer engagement.

In this session, executives from leading contact center vendors will discuss the key decisions facing enterprises as they strive to craft the ideal technology strategy for optimizing customer engagement. The convergence of contact center, UC, and CRM, all evolving with artificial intelligence, will be at the heart of the debate among leaders from the different sectors of the industry: traditional UC/contact center players, pure-play contact center companies, and the new, developer-led approach.