Taking Your Contact Center to the Cloud: The First Step in Your Digital Transformation Journey

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quickly paving the way to improved scalability, business agility and reduced costs. But true, successful business transformation doesn’t just happen.

Join Sheila McGee-Smith, founder of McGee-Smith Analytics, and find out what you need to know before embarking upon your own transformational journey--and how you can improve performance every step of the way.

You’ll also hear from Jeff Cordell, CIO and VP of Technology at Language Line Solutions, about how they moved 100 percent of their business from on-premises Avaya to the cloud, using it as a springboard for groundbreaking technology — all while cutting costs, growing revenue, and providing exceptional service with 8,000 agents to over 25,000 customers worldwide.

Available:
On Demand
Duration:
1h 00min

Featured Speakers

  • Sheila  McGee-Smith
    Sheila McGee-Smith
    Founder and principal analyst
    McGee-Smith Analytics

    Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for communications solutions and services. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today's consumer and business customers.

  • Jeff  Cordell
    Jeff Cordell
    CIO and VP of Technology
    LanguageLine Solutions

    Jeff led the successful digital transformation of LanguageLine Solutions to a 100% cloud-based company using inContact and Salesforce as core solutions. The improvements in reliability, scalability, and efficiency were astounding for LanguageLineā€™s customers and the growth of the business, leading to its acquisition for over $1.5 Billion in 2016. Jeff started working in the cloud before the cloud was cool, in the areas of security, voice/video/web conferencing, IVRs/contact centers, and mobile alerts.

  • Chris Bauserman
    Chris Bauserman
    VP Product Marketing and Market Intelligence
    inContact

    Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for inContact, a leader in cloud contact center software.

    Prior to inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a cloud startup, launching simplified service desk and security products to improve the employee experience.

  • Michelle Burbick
    Michelle Burbick
    Associate Editor, No Jitter;
    Program Coordinator, Enterprise Connect

    Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis of the enterprise convergence/unified communications industry. In addition to writing, editing, and managing No Jitter, Michelle also serves the role of Program Coordinator for its affiliated industry event, Enterprise Connect, the largest independent conference and exposition devoted to the enterprise communications industry.

    Prior to coming to No Jitter, Michelle worked as a writer and editor, producing content for technology companies for several years. In an agency environment, she worked with companies in the unified communications, data storage and IT security industries, and has developed content for some of the most prominent companies in the technology sector.

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