As Enterprise Connect 2018 in Orland, Fla., rapidly approaches, you’re likely building your schedule around all the great sessions. And there are a few must-attend sessions to gain in-depth knowledge on the latest contact center and customer experience technologies.

The Contact Center and Customer Experience track offers sessions on technology innovation, cutting-edge customer experience, unified communications and collaboration, digital transformation, and workforce management. Sheila McGee-Smith, President and Principal Analyst at McGee-Smith, explores how cloud technology affects the customer experience in two sessions titled, “Contact Center Executive Forum: The Cloud and Beyond” and “Cloud Contact Center 2.0: What’s Next.” Here’s a look at what they’ll cover.

Contact Center Executive Forum: The Cloud and Beyond

Thought leaders from contact center and customer experience segments discuss and debate the state of the market and technology.

Date: Monday, March 12
Time: 3:15 PM to 4:00 PM
Location: Osceola A

This annual session is driven entirely by audience questions—with answers from a panel of technical, marketing and sales experts from the contact center industry.

The session will kick off with a discussion on artificial intelligence (AI) and its role in customer care; panelists will also cover CRM systems and how the contact center needs to jockey for control of the desktop. Each panelist will offer his or her own perspective on each topic. This year, Janelle Matthews, SVP of Solutions and Product Marketing at Genesys, sits on the panel to offer her expert insights and experience.

“This is the first year that we have combined the cloud magic quadrant leaders with the premises-based magic quadrant leaders,” said McGee-Smith. It’s important to note that Genesys is the only contact center vendor named as a leader in both 2017 Gartner Magic Quadrants for Contact Center Infrastructure (CCI) and Contact Center as a Service (CCaaS).

Be sure to add the Contact Center Executive Forum session to your schedule today.

Cloud Contact Center 2.0: What’s Next

Now that cloud contact centers have gained acceptance as a compelling alternative to customer premise equipment, how will cloud offerings continue to evolve?

Date: Tuesday, March 13
Time: 3:00 PM to 4:00 PM
Location: Sun B

With 15% of the install base on the cloud and 50% of deals moving to the cloud, companies are doing things now that they couldn’t do before. “For the past few years, we have had a session on cloud contact center. But we are five years into this now,” said McGee-Smith. “To me, it is less about ‘Do you have a cloud contact center?’ and more about what is coming next.”

This session examines how the next generation of cloud contact centers will shape major industry trends, including vendor consolidation, advanced technologies like AI and analytics, and the growing integration of CRM systems with contact center infrastructure. This session is a Q&A with a panel, featuring Dan Rood, Vice President, Product Marketing at Genesys.

Don’t miss Cloud Contact Center 2.0: What’s Next. Add it to your schedule today.

Come See Genesys at Enterprise Connect 2018

Genesys will be on hand at the show to demonstrate Kate and the power of Blended AI by Genesys. Kate combines AI, bots, machine learning, microapps and more to deliver personalized, proactive and predictive experiences. The technology works seamlessly with live agents to solve customer problems faster and more efficiently. Visit us in Booth 713 to learn more about Kate and other Genesys customer experience solutions.

Jill Hundley

Jill Hundley

Jill Hundley is the Genesys blog manager and works on the content marketing team. For 12 years, she has developed marketing programs - online community websites, social media and content development - for global companies in the software and hardware...