Contact Center as a Service (CCaaS) and AI have opened the door to vast improvements in the service that contact centers can provide their customers, and the speed at which enterprises can innovate around customer experience (CX) to stay ahead of their competition. But enterprises are just beginning to realize these benefits. With the vast majority of enterprises still relying at least partially on on-premises systems, what’s the path to the cloud-based, AI-driven CX that delivers on the promise of digital transformation? In this session, a leading industry analyst will review the state of real-world deployment for CCaaS and AI in the contact center and offer advice on how you can accelerate your migration and deliver next-gen capabilities in the near term.

Takeaways:

• Understand the real-world obstacles to enterprises’ migration to CCaaS, and how these can be overcome
• Identify advanced capabilities and features that can provide quick wins for CX and understand how to roll these out in the near term
• Learn how contact center systems integrate with UC, as well as with marketing and sales applications and databases—and how to plan for achieving this integrated future

• Understand the special considerations to consider with a hybrid agent workforce