Enterprise Connect is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

UCaaS + CCaaS: Brought Together with the Magic of AI


Sheila McGee-Smith  (Founder & Principal Analyst, McGee-Smith Analytics)


Joe Manuele  (Sr. Vice President Corporate and Business Development, Dialpad)

Fernan Kalaw  (Director of Customer Support, One Legal)

Date: Wednesday, March 10

Time: 2:30 pm - 3:00 pm

Track: Sponsored Session

Vault Recording: TBD


A magician never reveals his secrets, but in this case she will. Join Sheila McGee-Smith, contact center and enterprise communications pundit and longtime No Jitter contributor, as she pulls up the sleeves on industry veteran Joe Manuele of Dialpad and Fernan Kalaw, Director of Customer Support at One Legal (an InfoTrack company), to reveal their secrets on how AI is bringing together UC and CC for the modern work style. Sheila and our panelists take you back to the future of unified communications and contact centers, examining how artificial intelligence is now transforming the way employees, contact center agents and operations leaders are successfully working seamlessly in a hybrid work environment to create magic moments that lead to greater employee and customer satisfaction. This must-watch session promises to be both provocative and inspiring.

Key insights you’ll gain from this session:
• Why a modern unified platform, delivering both UC and CC solutions, makes perfect sense for the modern, hybrid workforce, and also enables a seamless way to bring together contact center agents with other workers across the organization.
• How AI gives agents superpowers to quickly resolve problems, even for new hires, so you’re always getting the best out of every agent on every call.
• Why isolating real-time critical moments during customer engagement turns them into actionable insights that deliver improved customer experiences.